Success involves understanding the needs of travellers and adapting product and marketing strategies
Let’s face it, no matter how much research there is about the intentions and expectations of international travelers, it’s all a hypothesis until they start arriving. Once they arrive you need to have processes and systems in place that enable you to gather, analyze and act to ensure that you can adapt as required, meeting and exceeding travelers expectations for your specific business.
Here are 3 ways that you can ensure you are doing your best to meet international travelers expectations specifically for your business:
- Gather and analyze traveler feedback about your business. When you have international guests arriving make sure you have a process in place to gather and understand if you are meeting customer expectations, what you did well, what are things you need to improve. Make this a part of your customer journey and automatically send a customer feedback survey to every customer after their visit. You can automate the sending of feedback surveys and review requests with Yonder Surveys. This helps you gather and analyze feedback for you, saving time and giving you access to real time feedback so you can adapt to changing expectations quickly.
- Understand what are your barriers to booking. Find out what the barriers to booking are on your website and/or customer service using heat mapping software Hotjar or chatbot technology such as Yonder Chatbots. These help you gather data about how people are interacting with your website and what questions are top of mind.
- Engage with your international travelers to understand what they are looking for and how they have changed as it relates to you. It’s much easier to rely on large pieces of research to inform your understanding of the international traveler but don’t forget you also have an opportunity via your website and contact lists to do some research yourself. You can send surveys to contact lists, engage them on your website, ask questions during the booking process, all in an attempt to understand your customers better.
This is an ongoing process, that put in place now, will future proof your business to changing trends and expectations as you will always be one step ahead of your competition.
