In 2018, Vamoos conducted research with one of our customers to better understand how our technology played a role in increasing customer loyalty. The results of this indicated that rebooking rates were 50% higher amongst travellers who had used Vamoos than amongst those who hadn’t.
READ NOW: 2018 – Data driven insights into the impact of Vamoos
This got us thinking – if this significant upturn in customer loyalty is possible through just one solution, there must be other ways for tour operators to win the loyalty of their travellers and considerably improve their profitability.
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That’s when we decided to partner with Sapio Research to better understand the topic. The research was carried out with a sample group of 1000 consumers of luxury, educational and/or adventurous travel products, and a subsection of Vamoos clients.
What we discovered when analysing our data was surprising – There is an enormous discrepancy between tour operators’ perceptions of the loyalty of their customers, and the reality as reported by the travellers themselves.
According to our research, travel companies massively overestimate the loyalty of their customers. While a huge 81% of companies surveyed claimed that their customers were loyal, just 51% of customers consider themselves loyal. Even more shocking is the fact that while 43% of customers did not claim to be loyal to any one travel company, only 11% of companies were aware that this was the case.
Our report dispels the myths surrounding travel broken down into 3 sections: before a trip, during a trip, and after a trip. Over these chapters, we take a closer look at the decisive moments in which customer loyalty can be won, and address the biggest myths surrounding each of these crucial junctures.
With a better understanding of these pivotal moments, we then provide solutions you can use to enhance your trip organisation, deliver greater customer service, and work towards winning those customers’ hearts.
The 3 myths we focus on include:
Myth #1: “My customers are most worried about big picture issues like strike
action or terrorists. They are stressed about things beyond their control.”
This is not what customers are worried about (what they actually worry about may come as a surprise to you), and this huge discrepancy perfectly highlights the difference in perception of trips between travellers and travel providers.
Myth #2: “My customers love that we’re always available for round the clock
support throughout their trip.”
It’s natural to want to check in with your customers to make sure that they’re enjoying their trip, but the data suggests that this is actually not the correct approach.
Myth #3: “Holidays give people a chance to live out their dreams, so
travellers return from our trips feeling excited and revitalised.”
It’s important to emphasise, here, that this is not true for all customers. Everyone is different and there are travellers who describe themselves as feeling relaxed or excited when their trip is over. But how travellers really feel on their return home is not quite what you would expect.
Download the full report to understand why these myths are believed to be true, what the real story is, and how knowing this and acting upon it can increase your customer loyalty.
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