- Email:support@comtek-services.in
- phone:+011-4605-4953
19 Mar
When we talk about a vacation plan, we think about spending time with our loved ones, new experiences, memories that we’d cherish for years to come. So, why do existing or potential clients hire DMCs to organize their experiences?
As a service provider, any travel group works on two fronts, the sale generation and the other being delivery of services, so the simple answer is expertise. DMCs and Travel consultants oversee and facilitate top-notch living and transportation services to ensure an enjoyable journey for all.
Every establishment works in clogs, few aspects that are managed by tour operators include:
Relationship management
Experience curation
Content development
Service facilitation (Sightseeing, transportation, etc)
Accommodation and culinary experiences
The teams work extremely hard, so travellers do not have to. As mentioned above, the operators support travellers to have a delightful time. However, everything we have listed so far is part of the second front ie. the delivery of services. The question that’s still valid is why will the client incipiently choose your brand over any other brand in the market?
Two divisions play an enormous role in the initial step (communication and connection):
Marketing team (SMM, Website Management, Relationship management with Service providers and Hotel groups, etc)
Client relationship management crew (Direct connection between the organization and the clientele)
The upper management needs to instruct the marketing team about the enterprise vision and motto, the marketers must present the essence of the business using mass communication tools. A brand is “what the target audience thinks about it” therefore, the onus lies on the marketing team to conduct relevant and useful awareness campaigns for their targetted audience. We can not expect to have numerous deals when the public doesn’t know what we have to offer.
The marketing and sales function is often confused with the act of persuasion. However, the marketers’ role is to reach the right client and not coerce the others. Once the said consumer is onboard, the assigned consultant and account handler ensures every item on the travellers’ checklist is delivered.
The brand value is directly affected by the services rendered, there might be competitors focusing solely on the sales and marketing tools including:
Frequent discounts on packages
Impressive social media involvement
Relying on cold sales calls
However, this diminishes the value of the brand extensively. The tools and additions like social media campaigns help the image and market outcome only if a team can deliver trustworthy experience and service.
There are various points to supervise when managing a call/lead:
Client’s experience: The client experience constitutes every interaction a client has had with the brand, ranges from sharing requirements to reporting an underwhelming experience. A team must be aware of how to respond to an incoming client or existing client in distress. If the managers and supervisors can handle the everyday tasks with perfection, that’s brilliant. If not, there are technologies available to keep a check on tasks that need to be performed by the team, keep a check on the undergoing processes. But even then, to have the results, the effort is involved and can not be avoided.
Team Involvement: To successfully onboard and handle each account is an elaborate task, the amount of effort that goes into detailing each trip is often overlooked. It is far more productive to have a task-based division of labour, it is based on a management principle that guarantees each individual fulfilling one kind of requirement/task will perfect the task over time.
The content quality: Across the travel market, multiple agents are selling similar products. However, a fraction of these agents are carrying out business much more successfully. Of course, we can not quantity each reason. There is always a possibility of the “Fundamental Attribution Error” which means how people attribute the cause of behaviour to the wrong cause. For eg. Brand X carries out ad campaigns, they increase their clientele. A spectator can assume the gain is because of the said campaigns. However, there can be several underlying causes and maybe none of them have to do anything with the campaign. So the team’s main goal should be to focus on their business practices and not get intimidated. The first step is to develop quality content for their business, be it on their itineraries, websites, pamphlets etc.
The brand design: The design of any brand symbolizes the brand value. The design can express luxury, superiority, care, expertise, anything the brand wants, there is a constant need to reinvent. We update and upgrade technology when it’s essential for functioning, design plays a similar role. A brand never stops growing, it can grow in size, valuation, clientele, or even members. Once the design is not fulfilling its purpose, it needs modernization. The design in terms of Travel agents usually includes Quotation letters, vouchers, welcome letters, brief sheets, customer feedback forms, and most importantly the itinerary.
Personal touch: Comtek is an IT consultancy and we formulate applications that reduce human effort from mundane and repetitive tasks. Our main objective is to allow our users to dedicate their time where it counts, like making the clients feel right at home. We personalize and customize each output that can be sent to the client, so our users don’t manually create them from scratch. We automate voucher creation, proforma and other aspects of operations, the users have to authorize these tasks with the ability to generate them on an ad-hoc basis as well.
There are several avenues to learn from and if there is any clog that has been underperforming, modern technology has a solution. It has always been an aid and has been a great support through these tough times, travel market has been recovering and growing back to strength. The best way to get back to the operations is to revise and improvise your design if they need to be updated and feel reach out if you need assistance through these steps.
