1. Type your Name here Type your Designation, Department here Travel Distribution Summit Workshop The Power of Customer Profiling Grace WongFares & Non-Air Content Marketing Department

2. Do you know the no. of passengers traveling each year?922 million passengers Source: Tourism highlights Y2009 edition 3. Do you know which are the worlds top tourism destinations?France, United States, Spain, China, Italy, United Kingdom, Ukraine, Turkey, Germany, Mexico Source: Tourism highlights Y2009 edition 4. Do you know the most common purpose of travel?Travel for leisure, recreation and holidays accounted for half of the international travel Source: Tourism highlights Y2009 edition 5. Do you know the demographics of your travellers?56% are male frequent travelers Source: FrequentFlier.com 6. Do you know the demographics of your travellers?77% traveled 3 or more times during the past 12 months; 25% logged 10+ tripsSource: FrequentFlier.com 7. Do you know the demographics of your travellers?95% participate in airline frequent flyer programs; 46% are members of 4 or more programs.Source: FrequentFlier.com 8. Do you know the demographics of your travellers?98% are 25 years or older;61% are over 45Source: FrequentFlier.com 9. Do you know the demographics of your travellers?53% spend 11+ hours/week onlineSource: FrequentFlier.com 10. Do you know the demographics of your travellers?50% of the travellers are in the management level Source: FrequentFlier.com 11. So what does this mean? 12. Our challenges are:For internal use only Markets Challenges

Develop long term, value-based relationships

Capture travellers needs, interests & preferences

Increase profitability & ROI

Be the preferred provider to your target segments

Sustainable growth

Stay relevant to changing requirements over lifetime

Retain & attract customers

Become more effective marketers

13. Key Facts about Customers

Customers have too many choices and too little time

Most products and services are similar in nature

Most customers base their purchase decision on past experience

14. 15. 1. Better understand your customers 16. Understandingthe Customer 17. Understandingthe Customer Personally 18. Understanding : Getting to Know Needs & Wants 19. Understanding : Leverage it How can the travel consultant get the profile details into the PNR? 20. Faster, More Accurate Bookings Create your query and highlight the profile you want to create the PNR for Clicking on PNR icon brings you the window shown on the next page 21. Aisle Seats, Vegetarian, First Class, Abacus Whiz copies and pastes the fields from the Windows Clipboard The fields displayed above are coded with the syntax that you would use when you create a PNR You may select or unselect the fields to create the PNR (but the header field must definitely be ticked) 22. 2. Convert customer knowledge into higher revenue 23. Target: Right customer, Right time, Right offer 24. Target: Right Message for Right Needs 25. Target: Right Message, Right Channel Abacus Hotel Ad placements Ad 1 Ad 2 Ad 3 Premium positioning of Banner Ads (185 x 125 pixels) that captures travel agents attention when they sign-in for hotel bookings. 26. Target: Right Message, Right Channel Abacus eServices Ad placements Premium positioning of Banner Ads (180 x 150 pixels) that captures your audiences attention immediatelyAd 1 Ad 2 Ad 3 27. Target: Right Message, Right Channel Abacus VirtuallyThere AD 3 Ad 2 Ad 3 Ad 1 Premium positioning of Leaderboard Ad (728 x 90 pixels) that captures your audiences attention immediatelyCaptive positioning of Banner Ads (180 x 150 pixels) that captures travellers attention when they sign-in for their travel itinerary. 28. Target: Right Message, Right Channel Abacus VirtuallyThere Ad 4 Captive ositioning of Banner Ad ( 728 x 90 pixels ) that captures your audiences attention immediately 29. 3. Build profitable long term relationships 30. Build customers relationships through great follow-ups 31. Service your customer relationships by planning outreach activities 32. Service your customer relationships by planning outreach activities 33. 4. Keep customers coming back year after year 34. RetainYour Best Customers 35. Retain& increase ROI 36. Retaingroups for higher yields 37. Case Study Now, all our customer profiles are in one integrated database. It saves us time in retrieving data and reduces our workload. All required information such as a clients bio-data, e-mail address, mailing address, phone numbers, frequent flier numbers, meal preferences, and seat preference etc are available within a few clicks Mrs. Del Rosario, Executive Vice President, Asia International Agency, is enthusiastic about business advantages Abacus ClientBase brought to her agency

She is also amazed at how quickly and easily Abacus ClientBase integrated with Abacus Whiz. The integrated solution helps to merge travellers particulars and preferences into the booking process. It is, in Mrs. Del Rosarios words, just like magic.

Today, whenever a customer calls, consultants at Asia International Travel automatically activate Abacus ClientBase to create, retrieve, or update a customers profile.

38. Case Study

The CRM tool helped the agency better manage and conceptualise innovative travel products for seasoned travellers who tend to have specialised needs.

Another satisfied user, Ms Eunice Espia, Managing Director, Chrislink Travel finds Abacus ClientBase extremely user friendly and particularly helpful for group bookings as customer profiles such as birth dates and passport information can be easily called up. The features of Abacus ClientBase allow the agency to offer value-added services such as reminding customers to renew their passports and sending them birthday greetings. These little extras help the agency to earn and retain customer loyalty.

[AbacusClientBase]..every travel agents best friend in providing excellent customer service Ms Sheena Shroff, Product Development Manager, Shroff Travel, is full of praises for Abacus ClientBase. 39. Follow us: Facebook.com/AbacusIntl twitter.com/AbacusMarketing 40. Thank You Thank You