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Tourism & Leisure

Overview
The Tourism and Leisure industry is one of the foremost users of the web as a medium to promote sales and services. This, in itself, can create a number of problems in site design and management.

Web-related issues most relevant to Tourism and Leisure organisations include:

- Customer self service
- Sales consultant productivity
- Improved quality of lead

Customer self service and sales consultant productivity
Providing simple, reliable methods for users to research information, buy products or book services is paramount in running an efficient website. Examples of this are:

- booking flights
- researching places to visit
- searching for locations
- researching prices

Sales representatives in travel companies are often bogged down with endless telephone enquiries and a huge backlog of vague email requests for quotes.

Web site tools that assist the customer in focussing on their requirements coupled with efficient internal systems to deal with enquiries can free up the sales consultant to concentrate on focussed selling rather than general enquiry handling.

Improved quality of lead
Most travel companies use complex internal booking systems to manage flight and holiday bookings. However, efficient methods of managing sales leads are often overlooked. Many sites use email to deliver sales leads in the form of price enquiries. At best, these emails are forwarded to a particular department for processing but rarely are systems in place to allocate and track the enquiries.

From a user perspective, the enquiry is not simply a free text email. The user is led through a series of questions that provide the consultant with a considerably improved sales lead.

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