1 / 15

CUSTOMER RELATIONS IN THE TRAVEL INDUSTRY

CUSTOMER RELATIONS IN THE TRAVEL INDUSTRY. 6.03 Explain the critical aspects of business and destination image. The perception or belief that people have about a business. BUSINESS IMAGE. FACTORS THAT AFFECT BUSINESS IMAGE. Products & Services Customer mix Customer services Location

edward
Download Presentation

CUSTOMER RELATIONS IN THE TRAVEL INDUSTRY

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript


  1. CUSTOMER RELATIONS IN THE TRAVEL INDUSTRY 6.03 Explain the critical aspects of business and destination image. www.brainybetty.com

  2. The perception or belief that people have about a business BUSINESS IMAGE www.brainybetty.com

  3. FACTORS THAT AFFECT BUSINESS IMAGE • Products & Services • Customer mix • Customer services • Location • Employees www.brainybetty.com

  4. Product/Service Characteristics • Tangible • Intangible • Price and quality • Selection www.brainybetty.com

  5. Customer Mix Combination of customers that use or are attracted to a particular hospitality and/or travel organization or destination • Types of customers influence image. • Certain types of customers attract or repel other customers. • Actions and behavior of some customers are offensive to others. • Nice, friendly customers enhance experiences of other customers. • Hospitality/travel organizations may target specific groups of customers. www.brainybetty.com

  6. Customer Services *Service is the most important product of the industry. • Provide amenities • Examples: thick terry-cloth robes; phones for in-flight use www.brainybetty.com

  7. Customer Services • Personal attention/interaction • Recognize guest/visitor • Positive first impression • Fulfill visitor’s expectations • Reduce effort required of customer • Facilitate customer decision-making • Create memories • Expect customers to remember bad experiences • Follow-up www.brainybetty.com

  8. Customer Services Service encounter: The period of time in which a customer directly interacts with hospitality industry services, personnel, or physical facilities • Employees must respond favorably to customer complaints or disappointments. • Employees must respond favorably to customer needs and requests. • Employees’ actions must reflect favorably on the business. www.brainybetty.com

  9. Location • Convenience • Comfort • Attractiveness • Safety www.brainybetty.com

  10. Employees • Well-trained • Courteous • Respectful • Professional Behavior and Appearance www.brainybetty.com

  11. Destination Image The attitudes customers have towards destinations • Major factor in determining travel location • most people don’t have firsthand knowledge of destinations • Every destination has an image. • Destination images differ from person to person. www.brainybetty.com

  12. Sources of destination images • Books • Movies • Television • Postcards • Songs • Photographs • News stories Induced images: Generated by promotions and advertisements www.brainybetty.com

  13. Destination image modification The process of examining a tourist’s overall travel experience • Compares traveler expectations to actual experiences • The tourist is satisfied when experiences live up to expectations. • The tourist decides whether or not to return to a destination based on satisfaction or dissatisfaction. • Travelers talk about experiences, which helps others form destination images. www.brainybetty.com

  14. Functional image: Image of a destination associated with specific activities and attractions at the destination. (Cape Hatteras = Beach) Symbolic image: Image of a destination which is related to the personality of the area as perceived by the visitor. Different destinations have different personalities. (Disney = Family) *Both functional and symbolic images help determine a traveler’s choice of destination. www.brainybetty.com

  15. Overcoming a negative image • Positive publicity • Advertising campaigns designed to build positive images • Incentives • Tour packages • Frequent flyer programs • Frequent guest programs www.brainybetty.com

More Related