customer service & destination experiences · 16 consistency tui collection unique &...
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Customer Service & Destination Experiences
What do the customers want?
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Michael Mavropoulos Regional Director East Med TUI Destination Services
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TUI Destination Services
East Med Region
2.500 smiles colleagues
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TUI Group Profile
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* Based on Financial Year 2013/14 ** May 2015
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TUI – The only fully integrated tourism business
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Concerns the destinations and makes 45% of the overall holiday experience of a customer.
TUI – The only fully integrated tourism business
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What do the customers want? Customer Service & Destination Experiences
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3.
Consistency 4.
Technology
+ 1
Security
1.
Local knowledge
2.
Differentiation
5.
Sustainability
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Local knowledge – TUI Academy
TUI Smiles Academy Learning
Management System
Destination knowledge training
JUMP – Global Management Development Programme
Tailored Management
& Teams Training
Airport, Childcare
& Entertainment
Scene
Culture Wizard Language Training
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1.
Local knowledge
3.
Consistency 4.
Technology
+ 1
Security
2.
Differentiation
5.
Sustainability
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Differentiation
Product Lines
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Example:
Crete – Minoan Magic (children)
Children’s guide
Learning through play
Quiz
Treasure hunt
Theater & Role play
Minoan show
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Differentiation
Differentiated Concept Hotels of TUI
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1.
Local knowledge
3.
Consistency
4. Technology
+ 1
Security
2.
Differentiation
5.
Sustainability
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Consistency
TUI Collection
Unique & Exclusive
One language
No commercial stops
Reserved private areas
Participation limit
Hidden spots
Local foods
Meet with locals
Sustainable principles
TUI Franchise Model – Uniform procedures & standards
across all destinations
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1.
Local knowledge
3.
Consistency
4. Technology
+ 1
Security
2.
Differentiation
5.
Sustainability
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Technology
2003
2015
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Technology
Ipads & “Jam” Platform for Reps
Omni-channel sales & service
MyTUI app for customers 24/7
Online Platforms for customers
TUI Smart Band
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1.
Local knowledge
3.
Consistency
4. Technology
+ 1
Security
2.
Differentiation
5.
Sustainability
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Sustainability
TUI Study - Modern Customers
1/2 would book greener holidays
1/2 Want sustainability
information
Fair Working conditions
Local People & Culture
Learn how to contribute
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Sustainability
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1.
Local knowledge
3.
Consistency
4. Technology
+ 1
Security
2.
Differentiation
5.
Sustainability
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Security
Customer Contact Centers 24/7 interlinked with destinations
Special crisis teams in destination
Crisis Monitoring & Communications
Contingency Plans
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Thank you