The document discusses the travel industry's panic responses to emerging e-commerce in the late 1990s and 2000s. It led companies to hastily expand online without focus. However, travel agencies and tour operators continue thriving by focusing on their traditional B2B services and using technology to enhance rather than replace them. The key lessons are to focus on core competencies, innovate selectively, and avoid panic responses to new technologies.

1. money burned, lessons learnedDon’t Panic!

2. Late 1990’s PANICE-commerce has emerged and will put us out of business within 10 years!PANIC!–Let’s build a better website!Travel Agents, Tour Operators and all printed material will cease to exist!PANIC!– Yes, the new website will replace that too!Every second household in our source markets with internet access!PANIC!–Problem, we don’t speak B2C…

3. Mid 2000’s PANICIt’s for real this time. Everything is online, soon there won’t be books for amazon.com to sell!PANIC!–Let’s follow the herd & go B2CTravel Agents & Tour Operators only serve those who still don’t have internet...PANIC!–B2C and we will do everything!Suppliers are undercutting and going direct all via the internet...PANIC!–Buying power will keep us competitive!

4. Reality CheckTravel Agencies & Tour Operators continue to flourishRELIEF!TDM Brochure material in high demand. Digital not as practical.TANGIBLE!Price is not everything – service criticalEXISTANCE JUSTIFIED!Less is more, don’t try to do it all. Focus!MONEY BURNED, LESSON LEARNED!

5. Focus!Focus on our traditional B2B space with technologyAssist our customers to grow – empower with toolsPlace service & ease of use as priorityApproach online B2C opportunities gradually

6. E-Commerce / TechnologyB2B Connect RangeInternal Process OptimizationExtranet & Collaboration ApplicationsFocused web presence B2B & B2CManaged Social MediaCRM and Electronic Marketing

7. E-Commerce / TechnologyRate, Content Distribution & Online Res Facility- Online real-time booking facility- Client specific setup/rate levels etc.- Lookup rates & T&C’s- Print suitable images- Export information for re-import- Database change alerts

8. E-Commerce / TechnologyConnect B2B Adobe Desktop AirApp- Lightweight Desktop Application- Rapid access to rates, T&C’s & info- Desktop presence- Social Media Integration- Expandable

9. E-Commerce / TechnologyConnect B2B Host2Host XML- Full XML connectivity to TDM- Integrate our large key accounts- Seamless flow of bookings/information- Supplier integration

10. E-Commerce / TechnologyInternal Process Optimization- Efficiency through B2B & Host2Host- Efficiency through supplier connections- Technology to aid processes- & quality control- Effective reporting

11. E-Commerce / TechnologyExtranet & Collaboration Applications- Supplier facing Extranet to aid content/data updates - Employee collaboration in managing data

12. E-Commerce / TechnologyFocused Web Presence B2B & B2C- Brand specific focused websites/portals B2B- Product specific B2C sites

13. E-Commerce / TechnologyManaged Social Media- TDM specific Social Media Policy- Selective access to Social Media in the work environment- Social Media efforts focused on target market (B2B)- Executive buy-in

14. E-Commerce / TechnologyCRM and Electronic Marketing- In-house developed, integrated SalesNet CRM- Use of technology to enable tracking of online marketing- campaigns

15. Lesson’s LearntFocus On What You Do Best!Don’t Follow, Innovate!Don’t Panic!