As I arrived late in class, I catch up with the in-class exercise.
1. Customer Reach
- "Lazy" customers who don't want to make a lot of researches
- Customers who want to save money for their trip (prices comparison)
- "Tour package" so customers already have their flight, hotels and maybe car rent booked
2. Customer communication methods
- Email (for example: by sending newsletters)
- Phone (if customers need help, they can join assistance service)
- Comments on websites from previous customers
3. Types of products sold
- Transport tickets as flights, trains; car rental
- Accommodation (hotel rooms)
- Cruises
- Activities, excursions
- Vacation packages
- Rewards program
4. Special Promotion capabilities
- Best deals
- Vacation packages
5. Online booking conditions + fees
- modification and cancellation policy
- all details at the end (customer information + total price of the booking)
- credit card number with security code
- insurance
- terms and conditions
6. Affiliate program - yes/no
For most OTAs, there is an affiliate program
7. Affiliate program payment structure
- contract between OTAs and the affiliates
- OTAs take a percentage on sales (actually it is a little like a commission)
8. Info for hoteliers
- hotels' partnership
- comments from guests who stayed in their hotel
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