Young clients buy ex­pe­ri­ences, tour op­er­a­tors tipped

The Star (Kenya) - - News Business -

MERCY GAKII/ Mil­len­ni­als buy ex­pe­ri­ences more than com­modi­ties in travel ser­vices, Ju­mia Travel manag­ing di­rec­tor Estelle Verdier has said.

There is there­fore the need to in­vest in more cus­tomer-cen­tric mod­els, she added.

Verdier said data in the travel and book­ing in­dus­try in­di­cates trav­ellers pre­fer user-gen­er­ated ac­tiv­i­ties and lo­cal ex­pe­ri­ences to es­tab­lished and bor­ing itin­er­ar­ies.

She in­di­cated on­line book­ing en­quiries are usu­ally ac­com­pa­nied by ques­tions on the kind of ex­pe­ri­ence the trav­eller is likely to sam­ple while on the trip.

“The travel sec­tor has prob­a­bly im­pacted the ex­pe­ri­ence econ­omy ecosys­tem more than any other sec­tor, with trav­ellers de­mand­ing for some­thing be­yond a travel ser­vice, to a mem­o­rable ex­pe­ri­ence that will be shared with friends,” Verdier said in an in­ter­view.

Con­cerns such as bed size, in-room en­ter­tain­ment, and room ser­vice are some­how less pop­u­lar on the fre­quently asked ques­tions. These are raised af­ter the trav­eller is as­sured of per­sonal rec­om­men­da­tions for staff mem­bers known to give out­stand­ing cus­tomer ex­pe­ri­ence in a pre­ferred des­ti­na­tion.

The United Na­tions World Travel and Tourism Coun­cil in­di­cates leisure spend­ing in Kenya stood at 67.5 per cent in 2015.

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