Saturday, 21 July 2012

Who do we want the most?

It's always good to know who are you after, especially if you are a destination/hotel/restaurant who wants to do better. Shifting to a more leisurely mode, and without trying to be exhaustive here I listed a few types of travelers that we might or might not want to chase down with unbeatable offers.

  • Business travelers: They love (hereafter "Love"): airport transfer in room rate; to be called by name at the reception; spacious lobby with free internet; loyalty programs; night club within premises. They hate (hereafter "Hate"): to press shirts; to take the shower in the tub; the 15 different light switches in the room; to explore the city and eat alone; admitting that they buy stuff at the airport that they don't need.
  • MICE (conference and incentive) travelers: Love - to be overly looked after by the organizers; souvenirs; to discover the best shopping deals in town.  Hate - to be in time; agenda starting at 8.30am; to be discovered at the pool during the afternoon plenary.
  • All inclusive travelers: Love - animated programs for the kids; buffet breakfast; buffet lunch; buffet dinner; buffet bar, complementary facial, more animated program for the kids. Hate - rainy weather, another family from their home town next door, to accept that "all-inclusive" package does actually not include the four-hand, water-bed, hot-stone Ayurvedic full-day treatment.
  • Golf and Spa tourists: Love - to travel with buddies; nice bars around the corner; an afternoon nap; to be told "nice shot sir" and/or "you look very healthy today mam". Hate - to call home, to loose balls, the thought of settling balance at check-out; not knowing how much they'll have to wait before they can be do this again. 
  • Shopping tourists: Love - mall-hotel transfer in room rate; discounts; buy-one-get-two's; junk food after a successful raid; to put on clothes they just bought; VAT rebate at the airport. Hate - the text message on their credit card balance; to see their new purchase at a discount in the next shop; to sum up the damage done; to be asked at the hotel what they have seen today?
  • Active and Adventure tourist: Love - to explain what they are here for; full cover insurance; Hate - to be in need of the full cover insurance; to watch "127 hours";
  • Honeymooners, "Romantourists": Love - to be upgraded as a present;  breakfast in bad;  sunrise at 10am; sunset when the hot chocolate fudge cake is served; candles in the room. Hate - to be stared at; having to pay for the scooter they crashed; one of those days.
  • Backpackers: Love - to think they are soul searching; couchsurfing.org; to meet Frida the Swede PR student or Raul the Spanish photographer; Hate -  hitchhiking  in the rain; not meeting Frida or Raul; having to call mom every other day.
  • Stag/Hen party goers: Love - to be stared at; to think they are less ridiculous then the groom, to watch "The Hangover" Hate - running away without paying and 2 minutes later being caught, red eye flights; to watch the "Hall Pass".
As you see these groups have very different needs and motivations for travel and consumption. So one cannot do enough to understand a bit more what makes the difference to them. Which few should we seek to target? Easier to tell which we should not.

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