Travel Solution Customer Experience 2.0
Customer Journey
Home
Near the Store
After Tour
On Tour
Waiting Area
Booking Desk
Before Travel
Not Booked
Booked
How to engage with customers while at home?
Travel Company’s Concerns: • •
Attract & Engage customer Short attention time-span of the potential customer for print ads
Impact: • • •
Inability to connect with the customer right when he is consuming the advt High costs of printing in various mediums with limited shelf life Cannot effectively gauge customer’s interest in the content that is being consumed
How to engage with customers while at home?
Solution:
“AR- Enable� the print media to enhance customer engagement
Reward the customer for engaging with the print media advt.
Get analytics of potential customers engaging with print media ads
How to engage with customers while at home?
Solution:
Increase the time-span of engagement with print media ads and hence drive higher ROI
AR Campaigns across print and digital media to drive towards “Integrated Marketing Communication�
Customer Journey
Home
Near the Store
After Tour
On Tour
Waiting Area
Booking Desk
Before Travel
Not Booked
Booked
How to reach potential customers passing by store?
Travel Company’s Concerns: • •
Invite customer to visit the store Connecting potential customer to visit / revisit
Impact: • •
Inability to connect with the customer when he is near the store location Loosing potential business from the customer, who did not book earlier
How to reach potential customers passing by store?
Solution:
Target customers near stores with attractive and relevant offers/deals
Intelligent re-targeting using customer’s preferences by “Knowing Your Customer”
Customer Journey
Home
Near the Store
After Tour
On Tour
Waiting Area
Booking Desk
Before Travel
Not Booked
Booked
How to engage with customers in the waiting area ?
Travel Company’s Concerns: • • •
Customers wait upto 20 minutes in the waiting area Potential customer is not being attended Losing valuable opportunity to engage with the customer
Impact: • •
We fail to capitalize on an opportunity to “WOW” the customer We do not have information about the customer’s profile and interests
How to engage with customers in the waiting area ?
Solution:
The “Boring waiting area” transforms into an “Experience Center”
Make your brochures come to LIFE by enabling AR
One of a kind – immersive experience on Google Cardboard.
Collect valuable customer data and augment this with data present in current system
Customer Journey
Home
Near the Store
After Tour
On Tour
Waiting Area
Booking Desk
Before Travel
Not Booked
Booked
Delight customer on booking desk and post booking process
Travel Company’s Concerns: • • •
Data not being leveraged completely to manage customer account Better way to manage sales follow ups Promote customer to download app
Impact: • •
Customer is not engaged with travelers after booking the travel Customer does not realize additional value from travelers
Delight customer on booking desk and post booking process
Solution:
Ask customer to download app to get more information about the tour / schedule
Send Alert / SMS / Status update to customer during and post booking process
Customer Journey
Home
Near the Store
After Tour
On Tour
Waiting Area
Booking Desk
Before Travel
Not Booked
Booked
How to keep connected with customer before and during the Tour?
Travel Company’s Concerns: • •
Data not being leveraged completely to provide value to the customer Not in touch with customer on-tour except when problems arise
Impact: • •
Customer gets disconnected from Travel Company Lack of immediate assistance from Travel Company in case of any difficulty may question on overall services
How to keep connected with customer before and during the Tour?
Solution:
On-Board the customer and help prepare for the travel by leveraging existing data and delivery through a mobile platform
Keep customers aware of upcoming payments that need to be made before travel
Customer is always connected with travelers through the entire tour
Customer Journey
Home
Near the Store
After Tour
On Tour
Waiting Area
Booking Desk
Before Travel
Not Booked
Booked
How to increase repeat/referral business from existing customers ?
Travel Company’s Concerns: •
Cannot leverage a unified customer profile based on all interaction points to re-target the customer
Impact: • •
Lose opportunity to intelligently re-target existing customers Cannot leverage mobile as a platform to increase social footprint and hence drive interest in the brand
How to increase repeat/referral business from existing customers ?
Solution:
Intelligent re-targeting using customer’s preferences by “Knowing Your Customer”
Engaging customers on social platforms to increase social-footprint
Target customers with attractive offers/deals and win repeat business
Let's elevate your brand to the next level
sales@credencys.com
www.credencys.com
+1-310-294-9973
Thank You!