The Power of Customer Profiling
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The Power of Customer Profiling

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The pressure is on to grow your business, while operating on a tight budget. To do so means getting the right data. Customer profiling provides key customer insight that can help businesses better ...

The pressure is on to grow your business, while operating on a tight budget. To do so means getting the right data. Customer profiling provides key customer insight that can help businesses better manage their marketing dollars to increase ROI.

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The Power of Customer Profiling The Power of Customer Profiling Presentation Transcript

  • Type your Name here Type your Designation, Department here Travel Distribution Summit Workshop “ The Power of Customer Profiling” Grace Wong Fares & Non-Air Content Marketing Department
  • Do you know the no. of passengers traveling each year? 922 million passengers Source: Tourism highlights Y2009 edition
  • Do you know which are the world’s top tourism destinations? France, United States, Spain, China, Italy, United Kingdom, Ukraine, Turkey, Germany, Mexico Source: Tourism highlights Y2009 edition
  • Do you know the most common purpose of travel? Travel for leisure, recreation and holidays accounted for half of the international travel Source: Tourism highlights Y2009 edition
  • Do you know the demographics of your travellers? 56% are male frequent travelers Source: FrequentFlier.com
  • Do you know the demographics of your travellers? 77% traveled 3 or more times during the past 12 months; 25% logged 10+ trips Source: FrequentFlier.com
  • Do you know the demographics of your travellers? 95% participate in airline frequent flyer programs; 46% are members of 4 or more programs. Source: FrequentFlier.com
  • Do you know the demographics of your travellers? 98% are 25 years or older; 61% are over 45 Source: FrequentFlier.com
  • Do you know the demographics of your travellers? 53% spend 11+ hours/week online Source: FrequentFlier.com
  • Do you know the demographics of your travellers? 50% of the travellers are in the management level Source: FrequentFlier.com
  • So what does this mean?
  • Our challenges are: For internal use only Markets Challenges
    • Develop long term, value-based relationships
    • Capture travellers’ needs, interests & preferences
    • Increase profitability & ROI
    • Be the preferred provider to your target segments
    • Sustainable growth
    • Stay relevant to changing requirements over lifetime
    • Retain & attract customers
    • Become more effective marketers
  • Key Facts about Customers
    • Customers have too many choices and too little time
    • Most products and services are similar in nature
    • Most customers base their purchase decision on past experience
  •  
  • 1. Better understand your customers
  • Understanding the Customer
  • Understanding the Customer Personally
  • Understanding : Getting to Know Needs & Wants
  • Understanding : Leverage it How can the travel consultant get the profile details into the PNR?
  • Faster, More Accurate Bookings Create your query and highlight the profile you want to create the PNR for Clicking on ‘PNR’ icon brings you the window shown on the next page …
  • Aisle Seats, Vegetarian, First Class,… Abacus Whiz copies and pastes the fields from the Windows Clipboard The fields displayed above are coded with the syntax that you would use when you create a PNR You may select or unselect the fields to create the PNR (but the header field must definitely be ticked)
  • 2. Convert customer knowledge into higher revenue
  • Target: Right customer, Right time, Right offer
  • Target: Right Message for Right Needs
  • Target: Right Message, Right Channel Abacus Hotel – Ad placements Ad 1 Ad 2 Ad 3 Premium positioning of Banner Ads (185 x 125 pixels) that captures travel agents’ attention when they sign-in for hotel bookings.
  • Target: Right Message, Right Channel Abacus eServices – Ad placements Premium positioning of Banner Ads (180 x 150 pixels) that captures your audience’s attention immediately Ad 1 Ad 2 Ad 3
  • Target: Right Message, Right Channel Abacus VirtuallyThere AD 3 Ad 2 Ad 3 Ad 1 Premium positioning of Leaderboard Ad (728 x 90 pixels) that captures your audience’s attention immediately Captive positioning of Banner Ads (180 x 150 pixels) that captures travellers’ attention when they sign-in for their travel itinerary.
  • Target: Right Message, Right Channel Abacus VirtuallyThere Ad 4 Captive ositioning of Banner Ad ( 728 x 90 pixels ) that captures your audience’s attention immediately
  • 3. Build profitable long term relationships
  • Build customers relationships through great follow-ups
  • Service your customer relationships by planning outreach activities
  • Service your customer relationships by planning outreach activities
  • 4. Keep customers coming back year after year
  • Retain Your Best Customers
  • Retain & increase ROI
  • Retain groups for higher yields
  • Case Study “ Now, all our customer profiles are in one integrated database. It saves us time in retrieving data and reduces our workload. All required information such as a client’s bio-data, e-mail address, mailing address, phone numbers, frequent flier numbers, meal preferences, and seat preference etc are available within a few clicks” Mrs. Del Rosario, Executive Vice President, Asia International Agency, is enthusiastic about business advantages Abacus ClientBase brought to her agency
    • She is also amazed at how quickly and easily Abacus ClientBase integrated with Abacus Whiz. The integrated solution helps to merge traveller’s particulars and preferences into the booking process. It is, in Mrs. Del Rosario’s words, “just like magic”.
    • Today, whenever a customer calls, consultants at Asia International Travel automatically activate Abacus ClientBase to create, retrieve, or update a customer’s profile.
  • Case Study
    • The CRM tool helped the agency better manage and conceptualise innovative travel products for seasoned travellers who tend to have specialised needs.
    • Another satisfied user, Ms Eunice Espia, Managing Director, Chrislink Travel finds Abacus ClientBase extremely user friendly and particularly helpful for group bookings as customer profiles such as birth dates and passport information can be easily called up. The features of Abacus ClientBase allow the agency to offer value-added services such as reminding customers to renew their passports and sending them birthday greetings. These little extras help the agency to earn and retain customer loyalty.
    [Abacus ClientBase]..every travel agent’s best friend in providing excellent customer service Ms Sheena Shroff, Product Development Manager, Shroff Travel, is full of praises for Abacus ClientBase.
  • Follow us: Facebook.com/AbacusIntl twitter.com/AbacusMarketing
  • Thank You Thank You