A digital transformation is a necessary part of the travel rebound, is your team equipped?
“Digital transformation is the process of using digital technologies to create new, (or modify existing) business processes, culture, and customer experiences to meet changing business and market requirements. This reimagining of business in the digital age is digital transformation,” definition by Salesforce.com.
Differentiating from the Competition with Customer Experience
With the rapid changes COVID-19 has introduced, customer experience stands above all else as a key differentiator. “Four-fifths of customers place the same emphasis on flawless engagement as they do on product quality - the same share as during the economic expansion of 2018. Extraordinary experiences help companies earn more than sales — they build relationships. Fifty-three percent of customers say they feel an emotional connection to the brands they buy from the most,” per the State of the Connected Customer report by Salesforce.
What Does Transformation Look Like?
As we all spend increasing amounts of time close to home, the demand for digital transformation has been triggered, prompting companies to meet these new expectations. Taking a step back from these stats, how do tour operators win at customer experience? Through an integrated travel CRM and travel booking software! Shameless plug, Kaptio Travel is built on Salesforce, the world’s leader in CRM. Kaptio Travel is the only solution to offer a seamless single-platform for end-to-end customer engagement in travel.
Implementing Kaptio Travel is much more than implementing a reservations system. It touches all parts of your business, and so it’s more of choosing to move forward with a business transformation. When you increase efficiency and focus on scaling your business with a travel CRM, you are taking control of your customer touchpoints and mastering a 360-degree view of your customer’s journey.
Customer Touch-points for Selling Travel Experiences
To remain relevant with prospects, tracking all the communications and touch-points your brand has had with each customer is vital. Touch-points such as email, web-chat, social media, proposals, etc., and deeply understanding their journey with your company helps close sales. Surfacing relevant information along the journey offers a seamless booking experience. Unfortunately, this no longer wows the customer - it’s now the expectation.
Digital Transformation: Hot Topic for Travel Industry Experts
Industry experts are echoing this same sentiment. The Phocuswright Conference 2020 released this recorded session, The Future of Technology Digital Transformation Acceleration. “By taking a look at some of the preferences now and then extrapolating them out can give us insights on some new business models. And give us insights on some new opportunities to find gaps that people are not being served upon right now or create that next innovative idea.” Rachel Barger, senior vice president of global enterprise sales at Cisco Systems.
Radically Changing Operations with a Travel CRM
This transformation has the customer at the centre and shifts how tour operators handle customer service, sales, and marketing whilst giving them a single view of the customer record. Once you understand the possibilities of your travel tech and grasp the capabilities, radical change begins.
Future-proofing with a business transformation is more than choosing a fully-functional travel booking software that is booking-centric. Rather it’s empowering your team with a customer-centric solution rooted with a travel CRM foundation.
Kaptio Travel has been adopted by leading travel companies worldwide and is fully configurable by you, our customers. Our cloud-based platform is ideal for larger travel companies who want full control over the customer journey with a future-proof enterprise application. The Kaptio Travel Platform is built with FIT providers, Escorted Tour and Cruise Operators in mind. Get in touch to level-up your travel booking software.