Peter Long, chief executive, TUI Travel, is putting mobile at the heart of customer relationships.
In today’s economic climate, Long sees value as absolutely crucial to holidaymakers, with customer satisfaction underpinning everything the company does.
TUI Travel is using technology, which is very much mobile driven, to satisfy customers’ needs anytime, anywhere, anyway.
TUI Travel has developed a new concept called the Digital Assistant, a mobile app which starts to plan your holiday from the moment you book, providing advice prior to departure, whilst on your holiday, and upon your return.
This tool allows TUI Travel to start building intimacy with its customers enabling it to treat customers as individuals, thereby setting the Company apart from its competitors.
In the latest ViewPoint video titled ‘Customers – Building a unique relationship’ Long comments: “Our relationship with our customers is mobile driven – we’re building a long term relationship.
“As the market leader in all major source markets for tens of years, we are combining our knowledge and expertise with technology.”
He added: “Treating the customer as an individual is very different to the way other travel providers work.
“Our plan is to enhance and enrich the Digital Assistant so the product is more like a concierge service, helping not just on the holiday you’ve booked but also advising on your next holiday destination.
“It’s all part of TUI Travel’s differentiated holiday experience.”
This is the latest stage in TUI Travel’s technology investment which has already seen the successful roll out of the MyThomson app, a “one stop shop” for everything Thomson customers need at their fingertips once they have booked their holiday.
The app has already received over 15,000 downloads and a 4-star rating in the Apple App Store – as well as a spot as the most popular travel app.