- The tourism business has multiple opportunities to generate revenue via customers pre, post and during their stay
- In so doing, the business must strongly focus on putting the customer first with the primary aim of achieving increased customer satisfaction and loyalty.
- An approach that is pushy can be detrimental to revenue generation.
- All sales begin with the product. In order to make a successful sale, the product must be presented with absolute clarity including a clear price and price inclusions.
- As the cycle of first bookers and repeat bookers happens for the tourism business, a more consistent and profitable revenue generation model can be achieved.
- Through the booking process, the customer passes through six phases starting with general awareness and researching options; to potentially making an initial booking, purchasing an upsell product, post-stay/visit engagement and making a repeat booking.
At each phase, the tourism business is presented with a fresh opportunity to sell to the customer.
- Once the customer decides on their primary product purchase, the tourism business can recommend further upsell products pre, during and post stay that can maximise revenue generation.
- Employees must approach upselling as a way to enhance the guest experience.
- Cross sell referrals (whereby a tourism business within a destination recommends other tourism businesses) can help generate revenue for all tourism businesses within the destination.
- Enticing customers to return with recommendations and special offers
- helps strengthen guest relationships
- enables the tourism business to sell future primary and upsell products to converted customers
- generate repeat bookings and maximise revenue opportunities via existing customers
- A tourism business should treat customers with repeat customer potential like a member of their family or club.
- Efficient data collection is essential for effective customer communications.
- It is much easier and less expensive to generate bookings from an existing customer than it is find a brand-new customer.
- Post-holiday, the customer can become a winning sales person for the tourism business in their own right by spreading positive word of mouth offline and online.
- Once the tourism business establishes a flow of new and repeat customers, it can drive a more consistent revenue generation that supports profitability.