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How to create Customer Loyalty
Program understanding the Behavior
dynamics of the end customer by
delivering special servi...
What is Tourism???
Tourism is the temporary, short term
movement of people to destination for any
purpose outside the plac...
Cultural
tourist

Incentive
tourist
Eco-tourist

Adventure
tourist

Educational
tourist

Leisure
tourist

Types Of
Travele...
Statistics
•
•
•
•
•

Tourism in India is the largest service industry
National GDP-6.23
Foreign tourist arrivals-5.5 mill...
Future Prospects
• The demand is expected to grow by 8.2 per cent between 2010
and 2019 and will place India at the third ...
Individuals
Companies offers various scheme like:

For Travelling

For Stay

 Airways
 Jet Airways
 Indigo
 Roadways
...
Online Portals
 Increasing Demand for niche and customised tourism

products.
 Online portals are trying to give the cus...
Facilities by Portals
 Design Your trip/tour

 Convenience(don’t have to go anywhere to book
ticket)
 Book your tickets...
Companies/Agencies
Weakening rupee- fixed exchange rate/20-25% discount on early
bookings.

1. Kuoni India:- Rs 58 per dol...
2. Thomas cook:- approaching retailers and financial
service companies
 Points system-brand loyalty card

SCM: Suppliers...
Types of Tours
• Short Weekend
Getaways
• Farmers' Special
• For Newly-Weds
• Ladies' Special
• Men Only
• Pilgrimage Tour...
Steps taken to Maintain
Customer Loyalty









Own Cook at any destination. Eg Aamras in
Darjeeling
Special Occa...
Creating customer loyalty in the travel and tourism industry
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Creating customer loyalty in the travel and tourism industry

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Creating customer loyalty in the travel and tourism industry

  1. 1. How to create Customer Loyalty Program understanding the Behavior dynamics of the end customer by delivering special services in the Travel & Tourism Industry By: Shraddha Samant Kshiti Shah Parvez Sheikh Akanksha Wattal 133 142 147 176
  2. 2. What is Tourism??? Tourism is the temporary, short term movement of people to destination for any purpose outside the places where they normally live and work. • A lot of emotions are at stake when people travel. • It’s an industry where customer service plays a larger-than-life role. • Only industry where no physical goods are exported.
  3. 3. Cultural tourist Incentive tourist Eco-tourist Adventure tourist Educational tourist Leisure tourist Types Of Travelers Sport and recreation tourist Business tourist Health or medical tourist Religious tourist Special interest tourist Backpacking or youth tourist
  4. 4. Statistics • • • • • Tourism in India is the largest service industry National GDP-6.23 Foreign tourist arrivals-5.5 million Domestic tourism visit-740 million India generated about 100 billion US$ in 2011 and that is expected to increase to US$275.5 billion by 2018 at a 9.4% annual growth rate. • In the year 2012, 17.9 million foreign tourists visited India.
  5. 5. Future Prospects • The demand is expected to grow by 8.2 per cent between 2010 and 2019 and will place India at the third position in the world. • The sector is expected to be the 2nd largest employer in the world, employing 40,037,000 by 2019. • Capital investment in India's travel and tourism sector is expected to grow at 8.8 per cent between 2010 and 2019. • India to get capital investment worth US$ 94.5 billion in the travel and tourism sector in 2019. • India is projected to become the fifth fastest growing business travel destination from 2010-2019 with an estimated real growth rate of 7.6 per cent. Source: Tourism Satellite Accounting (TSA) research, released by the World Travel and Tourism Council (WTTC) and its strategic partner Oxford Economics in March 2009
  6. 6. Individuals Companies offers various scheme like: For Travelling For Stay  Airways  Jet Airways  Indigo  Roadways  KSRTC  Neeta Volvo  Package  Serai  Taj hotels  EMI Based Schemes  Mahindra  Country Club  Loyalty cards and memberships  Taj hotels
  7. 7. Online Portals  Increasing Demand for niche and customised tourism products.  Online portals are trying to give the customers with just a click.  Loyalty programmers are the reasons for brand shifting.  Examples:     http://www.expedia.co.in/ http://www.cleartrip.com/ http://www.yatra.com/ http://www.makemytrip.com/
  8. 8. Facilities by Portals  Design Your trip/tour  Convenience(don’t have to go anywhere to book ticket)  Book your tickets, hotels, cars, activities  Mobile Apps/ mobile services like sms  Low cost tour  Easy cancelation options
  9. 9. Companies/Agencies Weakening rupee- fixed exchange rate/20-25% discount on early bookings. 1. Kuoni India:- Rs 58 per dollar for its South-East Asia packages  Customized holidays  Cruise offering a. SOTC:- Subsidiary of Kuoni.  Offer box holidays  E.g.:- Travel voucher, sterling, leisure, citrus combo.
  10. 10. 2. Thomas cook:- approaching retailers and financial service companies  Points system-brand loyalty card SCM: Suppliers-direct providers of goods and servicesfood, accommodation, transport, excursions and cultural activities.  Travel life sustainability segment  SENTIDO 3. Top travels: Wedding themes  Health tourism/medical tourism
  11. 11. Types of Tours • Short Weekend Getaways • Farmers' Special • For Newly-Weds • Ladies' Special • Men Only • Pilgrimage Tours • Senior Citizens' Special • • • • • • Group Tours Speciality Tours Low Price Tours Tailormade Holidays Corporate Travel Tours for NRIs • Students' Special •
  12. 12. Steps taken to Maintain Customer Loyalty        Own Cook at any destination. Eg Aamras in Darjeeling Special Occasions celebrated during the trip Feedback after the trip ZERO money policy (No hidden cost); Honest & Caring Mails, messages etc. on special occasions Discounts for frequent traveler. Perfect tour planning Kesari - A Journey of Excellence, Innovation and Joy
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    Oct. 2, 2018

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