Commercial area C1. The company has a presence on the Internet and customers can obtain information about it (e.g. website, company page on social networks, etc.).* Today, most customers research and plan their trips online. Therefore, it is essential for tourism businesses to have at least one website or social media page that contains key information about the tourism products they offer, the seasons and hours of service, where they are located and how to contact them. There are several options for creating a website for free, such as Wix, Webflow, GoDaddy, Jimdo and Weebly. In addition, it is essential to register the company in Google My Business, since Google is the most popular search engine with more than 70% of the market. It is also important to have pages on social networks, which can also be created for free. A Facebook Business page is important for most tourism businesses, but others such as Instagram, Twitter and TikTok are important according to the market in which they operate.
Also, if you need support in using social networks, you can seek online consulting services with companies that do this in your country or internationally.
Congratulations on having a website OR social media with all the key information about your business! Nowadays, most customers research and plan their trips online. Therefore, it is essential for tourism businesses to have at a minimum a website or social media page that contains key information about the tourism products they offer, seasons and service schedules, where they are located and how to get in touch. There are several options for creating a website for free, such as Wix, GoDaddy, Jimdo and Weebly. In addition, it is essential to register the company in Google My Business, since Google is the most popular search engine with more than 70% of the market. It is also important to have pages on social networks, which can also be created for free. A Facebook Business page is important for most tourism businesses, but others such as Instagram, Twitter and TikTok are important according to the market you operate in. In addition, if you work with a foreign-speaking market you also need to have key information in that language.
Also, if you need support to use social networks, you can seek online consulting services with companies that do this in your country or internationally.
Congratulations! Nowadays, most customers research and plan their trips online, therefore, it is essential for tourism businesses to have at least one website or social media page that contains key information about the tourism products they offer, the seasons and service schedules, where they are located and how to contact them. In addition, it is essential to register the company on Google My Business, as Google is the most popular search engine with more than 70% of the market. A Facebook business page is also very important for most tourism businesses.
Remember to continuously update your website and your social networks, you should continuously strive to improve your website's search engine ranking, through Search Engine Optimization (SEO - a set of actions aimed at improving the ranking of a website in the results list of Google, Bing, or other internet search engines). You can also use other online tools such as Google Analytics, Adwords, Facebook enterprise, or others.
In addition, if you work with a foreign language market it is essential to have basic information in that other language on your website and social networks.
Making your company visible on the Internet and social networks allows you to reach 3/4 of the tourists who are planning to visit the Internet. However, remember that it is not enough to have a website, it is of little use if few can find it. You should continuously update your website and your social networks, you should continuously try to improve the positioning of your website in search engines, through Search Engine Optimization (SEO - a set of actions oriented to improve the positioning of a website in the list of results of Google, Bing, or other search engines). You can also use other online tools such as Google Analytics, Adwords, Facebook enterprise, or others.
C2. Attends to reservations and information requests throughout the year.* Domestic and international markets demand year-round attention, and the better customer service is managed, the higher the levels of effectiveness, efficiency and quality of the customer experience. Therefore, we recommend you to provide customer service throughout the year, if it is personalized, the likelihood that tourists will be loyal is higher. In case your company operates only seasonally, we recommend you to communicate it on your website and/or social networks. If it is not possible to speak directly with someone throughout the year, you should at least maintain online communication.
Congratulations on responding to your clients' requests throughout the year! Serving national and international markets all year round contributes to the satisfaction and loyalty of your clients and may be the reason why they decide to book your experiences again. Keep it up!
C4. The company is able to enter into agreements with sales partners to access commission schemes, net rates and other discounts.* Working with different travel trade partners, such as tour operators and travel agencies, allows you to diversify your markets, expand your customer base and expand your marketing budget. To work with these channels, you must offer net rates or pay commissions from 10% to 30%, depending on the types of sales channels you work with. You must have a written pricing structure and you also need signed sales agreements or contracts from your business partners.
We congratulate you for having formal agreements with your domestic travel business partners. These agreements protect both you and your partners and provide more transparency and security. If you are interested in working with international markets, these agreements are essential and usually mandatory. In addition, if you are working with a foreign-speaking market you also need to have them in that language.
Congratulations! Having formal agreements in place protects you and your domestic and international travel business partners. They bring trust, security and long-lasting relationships.
C5. The company has options for customers to book and pay online, either with direct bookings or through third-party options.* More than 50% of travelers today choose to book online and online bookings are growing rapidly due to the penetration of the Internet and smartphones. This means it is essential to have online booking options for your customers, directly and/or through third parties, such as online travel agencies (OTAs). There are many online booking systems for travel companies, some of the best known are Bookeo, Fare Harbour, Peek and Rezdy. There are also many OTAs: Airbnb and ToursByLocals are good for many start-ups. Other options include TripAdvisor, GetYourGuide and Expedia.
Congratulations! Offering your customers online booking options gives you a great competitive advantage. More than 50% of travelers today choose to book online and online bookings are growing rapidly due to the penetration of the Internet and smartphones. This means it is essential to have online booking options for your customers, directly and/or through third parties, such as online travel agencies (OTAs).
C6. The company maintains a 24-hour response time to requests for information or reservations during standard business days.* Today, consumers expect a quick response to their marketing or sales questions, whether by email or phone. On social media, many expect an almost immediate response. Response time makes a big difference in potential customers' decision making, so it's important to respond within 24 hours on typical business days. One of the best ways to respond quickly is to have a list of FAQs (from the English - Frequently Asked Questions, or Preguntas Frecuentes) and planned messages that you can quickly send to customers. Spending time preparing FAQs and other planned messages will improve your customer service as well as save you time. One tip is that you can check your email in the morning and at the end of the day to address questions or reservations promptly.
Today, consumers expect a quick response to their marketing or sales questions, whether by email or phone. On social media, many expect an almost immediate response. Response time makes a big difference in potential customers' decision making, so it's important to respond within 24 hours on typical business days. One of the best ways to respond quickly is to have a list of FAQs (from the English - Frequently Asked Questions, or Preguntas Frecuentes) and planned messages that you can quickly send to customers. Spending time preparing FAQs and other planned messages will improve your customer service as well as save you time. One tip is that you can check your email in the morning and at the end of the day to address questions or reservations promptly.
Response time to email or telephone inquiries makes a big difference in the decision making of potential customers. In international markets it is especially important to have fast response times. To improve your response times you need to have frequently asked questions and planned messages that you can send quickly to customers. You can also use reservation systems with automatic responses, whatsapp or other means of immediate response.
Congratulations! Responding to customer requests for information and reservations in less than 12 hours can make the difference in potential customers' decision to choose your company.
C7. The company has a logo and a 'tagline' (descriptor) that clearly identifies it.* Any commercial strategy must be based on a clear business vision that is clearly expressed through the basic components of communication, both graphic and textual, and these can be printed or digital media. Ask yourself and your team: what really makes your product or service different and use it to your advantage, communicate it to your customers and let them know that it is that differentiating factor that should make them choose you.
There are free and low-cost online logo creators (such as FreeLogoDesign.org, Taylorbrands.com and Fiverr.com) that you can use to create a professional-looking logo. You may want to register your trademark.
Congratulations! Having a logo and slogan that clearly reflect your company's identity and the brand message you want to convey can be the differentiating factor that makes customers choose your business. You may want to register your trademark.
C8. The company has a system in place to measure customer feedback and satisfaction (e.g. a visitor survey or online comments).* It is important for the company to know the opinion of its customers and their level of satisfaction, as well as to receive feedback about its services, in order to analyze it and make decisions for the continuous improvement of its products and services. We recommend you to start measuring customer satisfaction, this allows you to see what people like about your company and what you need to change. You can start simple, using a multiple-choice exit questionnaire with several options. You also need to get online reviews, which help spread word of mouth about your business. Google My Business reviews are recommended, and Trip Advisor is another popular travel review site. Both are free.
Congratulations on having an exit survey system in place to measure customer feedback. They are a simple and practical way to know the opinion of your customers and their level of satisfaction, and to receive feedback on your services so that you can analyze it and continuously improve your products and services. However, we recommend using online platforms as well, as they not only help you measure customer satisfaction, but also let potential customers know the quality of your services. If customers can see positive reviews from other people, they are more likely to use your business. Google My Business reviews are recommended because it is one of the top review sites in the world, and it is growing rapidly. TripAdvisor is another major review site for travelers. Both are free.
Congratulations on having both written exit surveys and online reviews. Knowing your customers' opinions and their level of satisfaction provides you with valuable information for continuous improvement of your products and services. If customers can see positive reviews from others, they are more likely to use your business. If customers can see references from other customers, it further increases the transparency of the quality of your services. If you are not already doing so, you can use a widget to collect online reviews and publish them on your website, such as Elfsite.
C9. Communicates to the customer in writing its payment, reservation and cancellation policies.* Clearly communicating payment, reservation and cancellation policies prior to the service provides certainty to the client about the agreements and can help you anticipate and avoid conflicts. You need to establish a payment, reservation and cancellation policy and share it with your customers prior to service, as well as communicate it online and keep it visible in your facilities. If you work with a foreign-speaking market, you also need to have your policy in that language.
Congratulations! Clearly communicating payment, reservation and cancellation policies to the customer prior to service provides certainty to the customer and can help you anticipate and avoid conflicts. If you work with a foreign-speaking market, you also need to have your policy in that language.
C10. It has audiovisual material (images or videos) for promotion.* Any commercial strategy must be based on a clear business vision that is clearly expressed through the basic components of communication, both graphic and textual, and these can be printed or digital media. Ask yourself and your team: what really makes your product or service different and use it to your advantage, communicate it to your customers and let them know that it is that differentiating factor that should make them choose you.
There are free and low-cost online logo creators (such as FreeLogoDesign.org, Taylorbrands.com and Fiverr.com) that you can use to create a professional-looking logo. You may want to register your trademark.
Good quality promotional materials are essential for tourism marketing. They bring your tourism products to life, attract customers and help you convey your brand messages quickly and effectively. While it is helpful to have visual materials in standard resolution, we recommend getting them in high resolution. Today's smartphone technology makes it easier than ever to take high-resolution photos and videos.
Congratulations! High quality images, videos and written content are essential for tourism marketing. Good quality promotional materials provide the customer with visual information about your services and products, and make the difference with potential customers. Having materials in a foreign language helps you sell to international markets.
C11. Offers support (free or reduced rates) for familiarization visits (FAMS) for the media and the tourism sector.* Working with different business partners in the travel distribution network, such as tour operators and travel agencies, allows you to diversify your markets, expand your customer base and optimize your marketing budget. Once your business has matured, you can consider working with these channels. To do this, you need to be willing to offer support (free or reduced rates) to tour operators and travel agents so that they get to know your business first-hand, making it easier for them to sell you to their clients. It is equally important to support the media, which play an important role in making your company known to potential customers.
We congratulate you on having free or reduced rates for national media and the travel industry. Working with different distribution network partners, such as tour operators and travel agencies, allows you to diversify markets, expand your clientele and expand your marketing budget. These partners can learn about your business first-hand, making it easier for them to sell to their clients or write stories about you.
We congratulate you on having free or reduced rates for national media and the travel industry. Working with different distribution network partners, such as tour operators and travel agencies, allows you to diversify markets, expand your clientele and expand your marketing budget. These partners can learn about your business first-hand, making it easier for them to sell to their clients or write stories about you.
