eTravel 2011- Jack Melcher Claesson - Traveas Webpower

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eTravel 2011- Jack Melcher Claesson - Traveas Webpower

  1. 1. How  strong  customer  rela0onships  can  increase   your  sales     Emerce  E-­‐Travel  Event   Mövenpick  Hotel  Amsterdam   9th  of  June  2011    
  2. 2. This  is  me   •  Proud  family  man  and  the  father  of  3   •  Football  freak  (soccer  that  is)     •  18  years  in  Media  &  Internet   •  Internet  loving  entrepreneur   •  Former  CEO  of  Torget.se   •  Co-­‐founder  and  VP  of  Traveas    
  3. 3. Background  Traveas   Local,  relevant  and  revenue  genera0ng  content,  via  email   and  mobile  phones.  
  4. 4. Client  porRolio   ViaTravel  (Nordic)         Travellink  (Nordic)   eTRAVELi     (Nordic,  DE,  NL)     Resevaruhuset  (SE)         Derpart  (DE)   Travelstart  (Nordic)       Big  Travel  (Nordic)   Egencia  (UK,  DE,  FR)       Gibe  Travel  (SE)   Ticket  Leisure  (Nordic)       Doodle.se  (SE)   Travelstore.se  (SE)         Scanworld  (SE)   Flygpoolen.se  (SE)            
  5. 5. How  strong  customer  rela0onships  can  increase   your  sales  
  6. 6. Exis0ng  clients  is  dynamite  Never  stop  doing  business   with  your  clients!  
  7. 7. Rela0onship   To  put  things  into   perspec0ve  
  8. 8. No  rela0onship  
  9. 9. An  OK  rela0onship  
  10. 10. A  great  rela0onship  
  11. 11. So,  who  can,  and  what  does  it  take  to  build  a   good  rela0onship?  
  12. 12. You  can  
  13. 13. Price  vs  Experience  
  14. 14. Commitment  
  15. 15. Trust  
  16. 16. Trust  Then  you  can  use  exis0ng  communica0on,  and  turn   it  into  a  powerful  sales   channel  
  17. 17. Old  crappy  emails  
  18. 18. Prejudice   Yesterday Tomorrow
  19. 19. Email  =  unsexy  
  20. 20. Does  it  have  to  be  that  way?   NO!  
  21. 21. 2011:  the  revival  of  the  email  
  22. 22. Email  1.0  goes  2.0  
  23. 23. Enrichment  •   Local  weather  forecasts  •   Exchange  rates  •   Social  media  connec6ons  •   Maps  •   Local  info  
  24. 24. Helping  a  traveller   •  Facts  with  an  easy  overview   •  Local  and  relevant  content.   •  Taxi   •  Bus  or  Train   •  What´s  the  price       You  will  gain  trust!    
  25. 25. Being  relevant   •  Facts  with  an  easy  overview   •  Local  and  relevant  content   •  What´s  going  on  in  London   •  Tickets  to  sports  and  music   •  Restaurants   •  Guides   •  Day  tours    
  26. 26. An  industry  in  change  
  27. 27. Low  cost  carriers  
  28. 28. Quote   “There´s  no  such   thing  as  free  lunch…    
  29. 29. Quote   …only  alterna0ve   ways  of  making   money!”    
  30. 30. Ancillary  services  
  31. 31. The  future  of  the  travel   industry,  according  to    
  32. 32. Third  party  ancillary  services   “…we  focus  on  the  untapped   poten0al  of  third  party  or   commission  based  ancillary   services  for  all  travel   suppliers…”     Source: Cross-sell your way to profit (a Forrester report from January 2011
  33. 33. Totally  new  revenue  streams   •  Facts  with  an  easy  overview   •  Local  and  relevant  content.   •  Taxi   •  Bus  or  Train   •  What´s  the  price    
  34. 34. Totally  new  revenue  streams   •  Facts  with  an  easy  overview   •  Local  and  relevant  content.   •  What´s  going  on  in  London   •  Tickets  to  sports  and  music   •  Restaurants   •  Guides   •  Day  tours    
  35. 35. We´ve  iden0fied  lots  of  categories  Local  offerings   Airport  tax  free  offerings  • Daily  tour  6ckets   • Tax  free  offerings  • Restaurants   • Coupons  • Event  Tickets  (sports,  concerts  etc)    • Museum    • Local  transporta6on  (taxi,  bus,  metro  etc)   Others  • Coupons/offers   • Bank  and  credit  card  services  • Wifi   • Travel  insurances     • Photo  services  Local  facts  and  informa0on   • GiNs  • Facts  about  the  des6na6on   • Seasonal  giNs  • Des6na6on  guides    • Travel  books   Hotel  • Weather  forecasts   • Hotels  • Exchange  rates       Car  rentals  Stuff  to  make  life  on  the  go  easier   • Car  rentals  • Travel  assessories    • Books  • Entertainment  (music  and  film)  • Home  Electronics  • Low  cost  telephony    
  36. 36. Expected  growth  2015     3%   Travel  industry  in  general     30%   3rd  party  ancillary  services   Source: Cross-sell your way to profit (a Forrester report from January 2011
  37. 37. Expected  growth  2015     13%     Of  all  ancillary  revenue  will   come  from  3 rd  party  services   Source: Cross-sell your way to profit (a Forrester report from January 2011
  38. 38. From  Travel  to   E-­‐commerce  
  39. 39. A  game  change  
  40. 40. Convert  more  
  41. 41. An  industry  advantage  
  42. 42. The  informa0on  upperhand     You  know:   Ø   Who   Ø   When   Ø   Where   Ø   How     Key  is  relevance  based  upon  trip  details.     Example:   Don´t  show  a  hotel  offer  to  someone   travelling  back  home  the  same  day!    
  43. 43. Ongoing  communica0on  Upon  Booking   Reminder  1   Reminder  2   Departure   Return  flight  
  44. 44. To  summarize  
  45. 45. Key  take  aways  • Commitment  • Be  relevant  • Trust  • Email  2.0  is  sexy  • 3rd  party  ancillary  services  • E-­‐commerce,  intelligence,  conversion.  
  46. 46. As  I  said  Never  stop  doing  business   with  your  clients!  
  47. 47. Thanks  for  listening   jack@traveas.com     www.traveas.com     blog.traveas.com     twier.com/jackm_c     se.linkedin.com/in/jackmelcherclaesson     www.facebook.com/jack.melcher.claesson       www.youtube.com/user/JackMelcherClaesson    

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