Customer Service & Destination Experiences

What do the customers want?

2

Michael Mavropoulos Regional Director East Med TUI Destination Services

3

TUI Destination Services

East Med Region

2.500 smiles colleagues

4 4

TUI Group Profile

5

* Based on Financial Year 2013/14 ** May 2015

6

TUI – The only fully integrated tourism business

7

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

10

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

12

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

16

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

18

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

21

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

24

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