LISTEX 2019 CUSTOMER LOYALTY VAMOOS TONY BEAN
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LISTEX 2019 CUSTOMER LOYALTY VAMOOS TONY BEAN
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LISTEX 2019 CUSTOMER LOYALTY VAMOOS TONY BEAN
- 5. Why we’re here Internal 2018 research conducted No loyalty research in the industry Loyalty rates have been improved by technology Research only being released this week!
- 7. Before a trip: Myth #1 After booking, clients will be content if they get all the information about their trip ASAP.
- 8. Clients want logistical information like what time their flight is and where they are going, but they also want support on the smaller things that cause the biggest stress. But...
- 9. The reality is... Travel companies think the biggest worry clients have are factors that cannot be controlled, such as strikes and terrorism Clients worry that they have everything packed that they need Clients get stressed about getting to the airport
- 10. During a trip: Myth #2 Travel companies should place a lot of importance on providing support throughout the holiday.
- 11. What clients actually want is for everything to be so well planned that it reduces the chance of things going wrong. But...
- 12. The reality is... Information about the area Information about the accommodation Local points of interest
- 13. And those added extras... Travel Clients
- 14. After a trip: Myth #3 After a client has come back from their trip, they are relaxed and happy.
- 15. Although more people feel excited and relaxed after holiday, a large number of people still feel very stressed. But...
- 16. The reality is... During Booking Before Trip During Trip After Trip 5% Aware 95% Unawar e
- 19. Neither loyal nor disloyal
- 20. Why they rebook Experience and trip going to plan 49% Easy to contact 38% Providing info to look forward to trip 37%
- 21. Takeaways The Emotional Journey There is a lot to be learned from understanding the journey that customers go on through the whole process of a trip. Communications Communicating at the right time in the journey with the right kind of messaging is key to encouraging loyalty. Detail is Key Focus on the smaller details which your clients stress about, and inspire them on their return home.
- 24. SPONSORS
Editor's Notes
- This is what happens: Clients want logistical information like what time their flight is and where they are going, but they also want support on the smaller things that cause the biggest stress.
- Travel companies underestimate the little things that are stressed about. 35% of travellers get stressed about getting to the airport, second to making sure they have everything packed at 44% 51% Travel companies think the biggest worry travellers have is that factors that cannot be controlled such as strikes and terrorism
- Myth: Travel companies overestimate how much importance is placed on providing support throughout the holiday
- This is what happens: Holiday is a holiday - dont want to speak to random people or have admin
- What do customers want more of? (Info about the area 44%, details about hotel/ villa resort 41%, local points of interest 35%)
- 51% of travel companies think that providing surprise extras like a bottle of champagne on arrival or a room upgrade will make people rebook, but only 35% rebook based on this.
- Myth: After someone has been on holiday, they are relaxed and happy This is what happens: The reality is that although more people feel excited and relaxed, a big number of people still feel very stressed 24% of travellers feel stressed after returning home from a holiday, which is only 1% less than the number of people who feel stressed right before a holiday Only 5% travel companies know that their clients feel stressed after their holiday Women are more likely to be more stressed both just before a holiday (30% VS 20%) and just after (27% VS 20%) Why customers are most likely to rebook (Experience and trip going to plan 49%, easy to contact 38% providing everything need to look forward to trip 37%)
- Myth: After someone has been on holiday, they are relaxed and happy This is what happens: The reality is that although more people feel excited and relaxed, a big number of people still feel very stressed
- 24% of travellers feel stressed after returning home from a holiday, which is only 1% less than the number of people who feel stressed right before a holiday Only 5% travel companies know that their clients feel stressed after their holiday Women are more likely to be more stressed both just before a holiday (30% VS 20%) and just after (27% VS 20%) Why customers are most likely to rebook (Experience and trip going to plan 49%, easy to contact 38% providing everything need to look forward to trip 37%)
- They key takeaway from our research was that travel companies seriously overestimated how loyal their customers are. This research has been conducted by asking travel companies and travellers in the UK. Consumers are less loyal to travel companies than estimated (51% of customers say they are loyal vs 81% of travel companies believing they have loyal customers)
- 43% travellers are neither loyal nor disloyal to a single travel company, but only 11% of travel companies are aware of this
- Travel companies with the most loyal customers are those who have the most organised and best planned trips, so we have broken down this report to show how loyalty is lost and gained at each section of post booking: before the trip, during the trip, after the trip to help you get more organised 49% of people are more likely to rebook through a travel company again if everything was well organised and went to plan
- There is a lot to be learned from understanding the emotional journey that customers go on from inspiration, booking, prepping and returning on holiday – and communicating at the right time with the right kind of messaging is key to securing the above Changes in how we communicate can make a big difference Focus on the details and inspirations