GMV Conseil undertakes numerous projects in the Tourism - Leisure sector. Here are a few examples of recently completed projects:

Customer expectations analysis

• Analysis of what different types of customers expect in terms of holiday travel (individual or group): the trip itself, activities during a stay, access from the holiday spot to surrounding areas, etc.

Satisfaction/dissatisfaction measurement

• Regular tracking of customer satisfaction using a satisfaction index
• The need for linkage and correspondence between internal performance indicators and the customer satisfaction index:
• Analysis of the degree of correspondence in order to introduce (or reintroduce) the principle of customer satisfaction into the process of internal performance monitoring and quality control
• Supplementing the regular index-based measurement of customer satisfaction with a qualitative approach based on focus groups (meetings of groups of customers) in order to:
  - Allow customers to voice their opinions
  - Give new substance and meaning to the elements and criteria used to measure satisfaction
• Checking on whether the scope of customer perceptions has changed: whether it has expanded or, on the contrary, become highly focused on a point that was much less important when the satisfaction index was initiated
  

Monitoring service quality

• Tracking the service quality of the telephone reservation platform (compliance with norms and standards, quality of the information given by the operators, their selling ability and interpersonal relations skills, etc.)
• Tracking service quality during holiday stays using mystery shoppers (check-in procedures, recreational and cultural activities, food service, kids' club, facilities, accommodations, etc., right up through check-out procedures)
  

Customer loyalty policy - drop-outs

• Design and implementation of a customer loyalty programme
• Incorporation of relational marketing into the customer loyalty policy: inter-generational marketing and peer-group marketing
• Understanding of the reasons why customers drop out and detection of warning signs; establishment of warning procedures and corrective measures
  

Matching communication to customers' expectations

• In terms of content (form and substance), time periods chosen for mail campaigns, catalogue tests, etc.
• How can the customer database be enhanced in order to implement one-to-one marketing initiatives?
  

For more information about our services in the Tourism - Leisure sector, please contact Marie Blanchard.

Our references in this sector