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5 Reasons why Contact- LESS is MORE for your Travel Business

5 Reasons why Contact- LESS is MORE  for your Travel Business
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Let´s face it, whether we like it or not the new normal involves social distancing. For how long? Who knows, but what we do know is that we must adapt. But what does that mean for your travel business? Looking at the big picture, what does that mean for our industry?

To thrive in the “new normal”, travel companies need to identify current behaviours that will define the new customer experience in the new travel landscape. We must now ensure that these opportunities somehow will align with our core business objectives.  A recent study by McKinsey suggests that there are three visible priorities that define customer experience in the post pandemic era: Digital Excellence, Safety and Contact-less engagement and dynamic customer insights.

COVID has caught some travel companies lagging behind, others in the middle of a digitalization process and very few in an advanced digital stage. The truth is that whatever stage you are in, NOW you must be somehow re-orientating your business model to be more digital. Many have argued that tourism is a personal and social industry, and that Contact-less is somehow taking a lot away from the travel experience. I agree, but being the positive person that I am, and as an entrepreneur in the travel tech arena, I think it is important that we also look at the opportunities that lay in the future of travel. So, I hereby present why I believe CONTACT-LESS can be MORE. 

  1. Humanizing your travel Brand
Photo by Element5 Digital

More than ever, brands have to show concern for the wellbeing and safety of their client. With a greater emphasis on health and safety. In fact, research from McKinsey shows that most of customers’ main concerns about COVID-19 are related to health and safety,  therefore travel brands must keep these issues at the forefront. Bringing new CONTACT-LESS to your everyday customer experience, shows you care MORE about their wellbeing, and once you integrate this new Tech, it is crucial you support it with appropriate communication.

2. Contributing to the Sustainability of the Industry

CONTACT-LESS Tech will emphasize digital opportunities that strengthen the core business and lay the groundwork for a larger digital transformation. 

According to the study, convenience will continue to be a priority for consumers, but people are also craving the return of quality engagement. Preparing for a digital recovery with CONTACT-LESS tech will allow you to make more efforts in digital channels, helping your travel company meet the changing customer needs and their expectations, while allowing you to be MORE prepared for industry disruption. Not to mention, the number of opportunities that exist in new data collection with the implementation of CONTACT-LESS technology, leading to MORE profound knowledge about  your customer.

3. Higher Customer Engagement with your Travel Brand

CONTACT-LESS Tech will emphasize digital opportunities that strengthen the core business and lay the groundwork for a larger digital transformation. 

According to the study, convenience will continue to be a priority for consumers, but people are also craving the return of quality engagement. Preparing for a digital recovery with CONTACT-LESS tech will allow you to make more efforts in digital channels, helping your travel company meet the changing customer needs and their expectations, while allowing you to be MORE prepared for industry disruption. Not to mention, the number of opportunities that exist in new data collection with the implementation of CONTACT-LESS technology, leading to MORE profound knowledge about  your customer.

Photo by David Preston

4. Become MORE cost effective. 

Expanding  to  having more of a virtual presence to enhance the travel experience of your customer, will yield a potential reduction in costs for in-person sales, assistance, operations and other needs while increasing your reach to them, and in some cases even increasing your action in annexing new revenue streams on to your services. Mc Kinsey says that “the greater shareability of virtual experience enables satisfied customers to become advocates.” 

We know that the pandemic will challenge us, and many are losing their jobs. But new jobs that didn’t exist before will be created. For many travel companies the pandemic has forced us to down size, and re-prioritize. CONTACT-LESS technologies may bring about opportunities to replace jobs that were usually done by a person, and therefore provide MORE cost efficiency into operations.

5. MORE understanding that innovation is an ongoing process

The Mc Kinsey study predicts that the next normal will be anything but static, mentioning that the customer experience landscape is evolving with each passing week, so companies can’t “set it and forget it” and still expect to stand out. 

Therefore our new normal will be loaded with creativity and innovation. 

Travel companies that review the digital portfolio, map out core interactions in the value chain, and focus on key customer-experience issues will be well positioned to please customers regardless of how expectations and preferences evolve.  CONTACT-LESS  is certainly an opportunity to become MORE innovative.

Furthermore, given fears about public health and excitement about innovations in contactless operations, safe approaches to offering products and services will be critical. 

Get ready, because your customers will continue to recalibrate their expectations for safety in their travel journeys, so travel companies must respond accordingly. If you want me to tell you how Soundwalkrs can bring CONTACT-LESS technology to your business then let’s jump on a call. 

Learn more about the Mc Kinsey study here