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How to create Customer Loyalty Program understanding the Behavior
dynamics of the end customer by delivering special services in the Travel &
Tourism Industry
By:
Shraddha Samant 133
Kshiti Shah 142
Parvez Sheikh 147
Akanksha Wattal 176
• A lot of emotions are at stake when people travel.
• It’s an industry where customer service plays a larger-than-life role.
• Only industry where no physical goods are exported.
Tourism is the temporary, short term movement of people to destination for any
purpose outside the places where they normally live and work.
What is Tourism???
Types Of Travelers
Incentive tourist
Eco-tourist
Leisure tourist
Religious tourist
Sport and recreation
tourist
Backpacking or youth touristSpecial
interest tourist
Health or medical tourist
Business tourist
Educational tourist
Adventure tourist
Cultural tourist
Statistics
• Tourism in India is the largest service industry• National GDP-6.23• Foreign tourist arrivals-5.5 million• Domestic tourism visit-740 million• India generated about 100 billion US$ in 2011
and that is expected to increase to US$275.5 billion by 2018 at a 9.4% annual growth rate.
• In the year 2012, 17.9 million foreign tourists visited India.
Future Prospects • The demand is expected to grow by 8.2 per cent between 2010
and 2019 and will place India at the third position in the world.
• The sector is expected to be the 2nd largest employer in the world, employing 40,037,000 by 2019.
• Capital investment in India's travel and tourism sector is expected to grow at 8.8 per cent between 2010 and 2019.
• India to get capital investment worth US$ 94.5 billion in the travel and tourism sector in 2019.
• India is projected to become the fifth fastest growing business travel destination from 2010-2019 with an estimated real growth rate of 7.6 per cent.
Source: Tourism Satellite Accounting (TSA) research, released by the World Travel and Tourism Council (WTTC) and its strategic partner Oxford Economics in March 2009
IndividualsCompanies offers various scheme like:
For Travelling Airways
Jet Airways Indigo
Roadways KSRTC Neeta Volvo
For Stay Package
Serai Taj hotels
EMI Based Schemes Mahindra Country Club
Loyalty cards and memberships
Taj hotels
Online Portals
Increasing Demand for niche and customised tourism
products.
Online portals are trying to give the customers with just a
click.
Loyalty programmers are the reasons for brand shifting.
Examples: http://www.expedia.co.in/ http://www.cleartrip.com/ http://www.yatra.com/ http://www.makemytrip.com/
Facilities by Portals
Design Your trip/tour
Convenience(don’t have to go anywhere to book
ticket)
Book your tickets, hotels, cars, activities
Mobile Apps/ mobile services like sms
Low cost tour
Easy cancelation options
Companies/AgenciesWeakening rupee- fixed exchange rate/20-25% discount on early bookings.
1. Kuoni India:- Rs 58 per dollar for its South-East Asia packages
Customized holidays Cruise offering
a. SOTC:- Subsidiary of Kuoni. Offer box holidays E.g.:- Travel voucher, sterling, leisure, citrus combo.
2. Thomas cook:- approaching retailers and financial service companies
Points system-brand loyalty card
SCM:- Suppliers-direct providers of goods and services-food,
accommodation, transport, excursions and cultural activities.
Travel life sustainability segment SENTIDO
3. Top travels:- Wedding themes Health tourism/medical tourism Travel insurance.
• Short Weekend Getaways
• Farmers' Special• For Newly-Weds• Ladies' Special• Men Only• Pilgrimage Tours• Senior Citizens' Special
• Group Tours• Speciality Tours• Low Price Tours• Tailormade Holidays• Corporate Travel• Tours for NRIs• Students' Special•
Types of Tours
Steps taken to Maintain Customer Loyalty
Own Cook at any destination. Eg Aamras in Darjeeling
Special Occasions celebrated during the trip Feedback after the trip ZERO money policy (No hidden cost); Honest &
Caring Mails, messages etc. on special occasions Discounts for frequent traveler. Perfect tour planning
Kesari - A Journey of Excellence, Innovation and Joy
