The race is on to capture the hearts and minds of the new generation of “always on” travellers, a new study has revealed.
A survey held at the recent Amadeus Asia Pacific Online Connect Conference found that mobile technology and targeted promotions were the top priorities for online travel retailers in 2015.
The result appears to be good news for travellers, as they show that online travel retailers recognise the need to put the customer first.
Four key elements were identified as enabling online companies to effectively communicate with their customers: big data, mobile technology, ancillary services and personalised loyalty.
Big data and analytics was identified as being instrumental in driving the ability to offer personalised experiences, with seven out of 10 travel retailers indicating that data analytics should be leveraged to optimise search and shopping tools.
Almost half (48%) of the attendees expressed a belief that the mobile channel will transform the travel landscape, while 45% also recognised that mobile would offer more opportunities for engagement with their customers.
More than 80% of respondents indicated that the distribution of ancillary services would be important for airlines, travel agents and travellers, and that this would be a key area of focus for online travel retailers in 2015.
Finally, those surveyed said that customer’s online experience and targeted promotions would be the top two priorities in terms of building customer loyalty.
“Amadeus Online Connect 2014 brought together the best minds of the Asia Pacific online travel industry to discuss today’s landscape which continues to evolve at lightning speed,” said Angel Gallego, president of Amadeus Asia Pacific.
“We remain committed to meeting the needs of our customers and ensuring they are well-placed to take their business to the next level through our technology and content. Amadeus Online Connect makes sure we know exactly what’s important to our customers, what is keeping them awake at night and how we can help.”
The event saw leaders from more than 70 online travel retailers from across Asia Pacific come together to discuss the online travel landscape.