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Customer Experience Management in Tourism - Coggle Diagram
Customer Experience Management in Tourism
customer journey
companies that are specialized in customer experience and offer their services to other companies to fulfill customers needs
personalization
nationalities
companies or private persons
How to make guests feel important and welcome?
what are customers expecting?
Sharing experiences
There should be enough workers who care about the customers to maintain the quality
digital customer experience
digitalisaation merkitys lisääntyy yhä
tools and data of customer experience are also increasing
sujuvuus, laatu & asiakaspalvelu
luotettavuus ja selkeys
customers often do not tell how was their customer journey. Thats why it is important to collect and analyze data
sujuvuus, laatu & asiakaspalvelu
Trends
Social media trends
changing consumer behavior when shopping online
sustainability
the increasing multi-dimensionality of the online experience
the information overload on social media
hard to know what is true
information shouldn't be put in the same way as others or our brain thinks that it is a spam
the decline in time spent online and its impact on the attention economy
searching for new customers on social media
social media as a search engine
is updated more often so the info is more recent
reviews are easier to find
How do people react to crises and events they cannot control?
The way we use internet has changed and will change
brands have to develope new ways to communicate with customers but also keep some of the old ones because people dont adapt new ways to act right away and some ppl dont do that at all.
time spent online has reached an all-time high
has it?
skincare and beauty, clothes and travel are the main online-purchases
Vastuullisuus
During the pandemic, travellers were ready to change their traveling habits
ilmastonmuutos
sosiaalinen vastuullisuus
Vähemmän massaturismi paikkoja kohteena
Korona
Kotimaanmatkailu
paikallisen infran yms kehittyminen
erillään matkustaminen
etäyhteyksien kehittyminen
kokoustiloille ei niin suurta tarvetta
säästöjä yrityksille tilavuokrissa
työtiloja niille, jotka eivät halua työskennellä kotona / työpaikalla
saikkujen vähentyminen
matkailualan työntekijät siirtyivät muihin hommiin, työllisyyden elvyttäminen haastavaa
Ennustukset tulevasta osunut oikeaan monelta osalta
Event Marketing
Part of the business and marketing strategy
different ways to launch events
virtual events
connections
maybe some devices
cannot use all the senses
no need for transportation
events on vehicles
facilities?
part of the journey or just a moving event
Augumented reality
digital tools
how to communicate with target group
how to choose the target group
different event types
Consumer behaviour
internet and some make purchasin easier, there is not so much national boundaries, everything is for everyone
it was harder and harder to reach specific destination the further in the history we look
planning a travel is more complex than normal decision making
how would it be to plan a trip without internet at all? Is it possible anymore, maybe there are some old-school companies you can call and book a trip. But how do you find the number without the internet?
2021 trends
customer understanding
everything should be able to purchase asap
increases mistakes
cyber risks increase
Reaktiopaperit:
Skift Megatrends 2025 - Sari Valta
LOOKING TO THE PAST FOR A DIGITAL FUTURE - Larissa Kämäräinen
Connecting the dots – consumer trends that will shape 2023 - Anna Tornberg
Amadeus. Delivering on Group Personalization - Jonna-Tuulia Julkunen
The Event Marketing Playbook: How to Make your Event a Success - Essi Innanen
10 Event Trends 2020 - Nina Välimäki
Digitaalinen asiakaskokemus - Merja Lilja
Did the covid-19 change all? - Tiia Mursu
Visuaalisen markkinoinnin tärkeys - Emma Jylhä
Digital marketing
Visuaalisuus
Harvoin edes ajattelee
värit
värisävyt
kylmiä ja lämpimiä ei kannata sekoittaa
eri väreillä erilaisia merkityksiä eri kulttuureissa
välittää tunnelmaa
osa brändiä
tuote yhdistettynä kohdeyleisön mieltämään käyttöumpärstöön
visualisointi tukena, ei viemässä huomiota muualle
yksinkertaisuus kunniaan
mainoslauseiden visuaalisuus