Customer Journey Map: Enhancing Travel Agency Services, Guías, Proyectos, Investigaciones de Toma de Decisiones para Empresarios

¡Descarga Customer Journey Map: Enhancing Travel Agency Services y más Guías, Proyectos, Investigaciones en PDF de Toma de Decisiones para Empresarios solo en Docsity! JOURNEY MAP Customer Goals In the pre-sale that Jorge will carry out, through the agency there should be motivation, attraction and ease in finding what he wants, in addition it is expected that the customer service people facilitate the sales experience by providing a service so that Jorge feels Important and special, the negative experiences that Jorge has had in other agencies should be taken into account and even highlight the benefits of the new experience. there is a quality agency; In which everything possible will be done to provide the best experience with a good team, it has enough tools and contacts in that area that provides a pleasant experience, in addition to discreetly comparing the services that the new agency provides. compared to those he has already experienced in the past, in order to highlight the service. In the sale, you will be informed about the different tourist packages, the most visited places along with the clients preferences, showing the different rates and all those that suit our clients budget, as well as advise Jorge to choose the option that best suits your debt capacity and in the same way it is possible for you to make the trip satisfactorily and to be able to fulfill your dream of knowing your favorite destination. When we learn that Jorge we discover that he does not have enough money at the time of booking, the agency must provide him with the different means of payment and the different forms of credit available so that the lack of money available at the time does not become an obstacle to make the trip, on the contrary you are so satisfied with the service that is being provided that you decide to make your trip with the agency. In the after-sales, if Jorge decides to make the trip with the agency, it should give him the best recommendations according to the destination he chose, give him very helpful tips such as the most important tourist places, transportation preferences, lodging and food, You must also be given enough confidence that you will have all the services offered from here, and that your experience is successful and without hesitation in the next opportunity and desire to travel, you will plan it again with this agency. Regarding the final stage, it must be evaluated that Jorge has enjoyed every moment of his trip, that all the logistics team that awaits him at his final destination will make him live an unforgettable experience and it is important that after Jorge finishes his trip, he continues Maintaining contact with him, through social networks and email where promotions are sent, advertising to keep him informed. Touchpoints 8 emotional response pre-service - Jorge's level of happiness and satisfaction Touchpoints 4 emotional response 50 40 30 20 CUSTOMER THOUGHTS Finding a service that meets all your expectations when deciding which trip to undertake; In addition, you can easily find all the information that is complete and truthful and easy to understand for decision making. In the sale, taking into account what the client wants, we analyze according to the budget they have and finally we look for different options that fit that budget and thus achieve the greatest satisfaction from Jorge, seeking that he has a successful experience. In the after-sales it is important to take into account the requests and recommendations made by Jorge towards the agency since this will allow them to have feedback on the client's experience with the agency that advised him in the organization of his trip to always be improving and providing a better service. overall customer experience In the pre-sale it is recommended that the client live his experience, that is to say that the destination he chooses can experience a bit or a test of what awaits him at the destination. In order that the client can have closer to the experience of the trip to be made and thus provide a pre and post experience.