{"id":8435,"date":"2022-12-06T07:25:00","date_gmt":"2023-06-06T07:25:32","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=8435"},"modified":"2023-06-16T02:48:23","modified_gmt":"2023-06-16T02:48:23","slug":"why-personalisation-is-the-golden-ticket-for-a-resurgent-travel-industry","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/in\/blog\/why-personalisation-is-the-golden-ticket-for-a-resurgent-travel-industry\/","title":{"rendered":"Why Tech-Enabled Personalisation is the Ticket for Travel Today"},"content":{"rendered":"\n

When the entire world was confined to their homes for over two years, the travel industry leaders not just battled a slowdown, it was an existential crisis.. Revenge travel, a reflexive response to being cooped up in lockdown, was a global phenomenon, and India, too, experienced the same. Despite concerns over rising inflation and restrained spending patterns, travel is certainly the sunrise sector, and the Indian travel industry, bouncing back strongly, is expected to contribute almost INR 16 trillion<\/a> to the GDP in 2022. The decade will likely see India\u2019s travel and tourism GDP grow at an average of 7.8% annually.<\/p>\n\n\n\n

Rising fuel costs, and inflation has definitely left travel companies in a tight spot, with many finding it hard to meet travellers’ expectations of amazing travel experience without a strain on their finances. But as \u2018revenge travel\u2019 has got customers spending more time and money on travel, marketers too, buoyed up by the uptake; are adapting their strategies to the changing trends in the travel industry.<\/p>\n\n\n\n

What can companies offer to mitigate the impact of unavoidable inflationary pressure on travel industry and particularly, travellers? Personalisation has emerged as one of the biggest requirements and key differentiators for travellers in the post-pandemic era.<\/p>\n\n\n\n

For one, digital and mobile channels are playing a crucial role in this recovery. According to research<\/a> by an online travel agency, 62% of Indian travellers plan to book their next trip through online travel portals. The same research points that at least 80% of Indian travellers are willing to share personal information with travel partners in exchange for a more individualised travel experience. This proves that a one-size-fits-all strategy is no longer effective, and low-cost, 360-degree customisation is the key to an enhanced customer experience in a resurgent travel industry.<\/p>\n\n\n\n

Redefining customer experience through customisation: An imperative for the travel industry <\/span> <\/h2>\n\n\n\n

Personalisation is a key strategic tool to help travel companies connect with their customers on an emotional level. For travel companies and tour operators, this means that the usual method of creating standard itineraries for every destination will no longer work. Operators will need to focus on creating highly customised domestic and international travel plans that take into account travel history, family structure, travel budgets and so on.<\/p>\n\n\n\n

For example, a trip to Singapore for a family with kids must include more child-friendly spots that offer affordable, safe, and fun engagement for children, while giving their parents a chance to enjoy their holiday as well. On the other hand, for a group looking to undertake an adventurous biking tour in Leh, the plan can include more offbeat places that are accessible only by bikes.<\/p>\n\n\n\n

A guide to offering 360\u00b0 customised travel experiences <\/span> <\/h2>\n\n\n\n

To achieve this level of customised travel messaging, travel companies must focus on a variety of aspects. <\/p>\n\n\n\n

1. Start by learning more about customers <\/span> <\/h2>\n\n\n\n

Who is your customer today? What destinations are they looking for? What are their specific requirements related to affordability, location, and other deciding factors?<\/p>\n\n\n\n

As a travel company, first focus on audience segmentation. Next, concentrate your efforts on prospects who are most likely to convert. You can leverage AI- and ML-enabled recommendation tools that give you an insider view on browsing habits, past vacation destinations, demographics, location, and even abandoned\/cancelled bookings. Use these insights to create customised offers for your customers.<\/p>\n\n\n

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Curious about recommendation builders? Explore AI-powered recommendations from Salesforce Einstein<\/a>.<\/p>\n<\/blockquote>\n\n