The definition of travel has seen a paradigm change in the last decade with innovative technology, burgeoning customer knowledge & choices and the tsunami called ‘Social Media’. In a day & age, where continents are just a click away, travel players globally are constantly challenged to personalize and customize offerings for the new-age traveller. Personalization is the buzzword to turn a happy customer into a delighted one.
Indeed, that’s what a service industry strives to achieve. Digital & Social has paved the way to access insightful and credible information that drives travel choices and decision-making for a traveller today. However, a travel channel’s biggest strength is its expertise, geographical-spread and consulting role that give the right edge for a customer to enjoy the perfect travel experience. It’s not about booking an airline or a hotel or a land package- it’s how you add value by selecting the most convenient & comfortable itinerary that eventually builds customer loyalty.
The process of achieving that goal is not easy. Identifying that blind spot & knowing the motivation of a traveller is one of the key steps for a tailored & transformational approach. Personalization 2.0 in an evolved, scientific way will form the roadmap for a delighted traveller. Gathering and studying customer data with insightful analytics & measurable findings are aiding travel platforms to be at the right place, at the right time with the right product for the ever-evolving customer. 1:1 Personalization is indeed the success mantra.
What do you think about the next level of Personalization in travel? Love to hear your views!