These are two of the key points discussed by delegates at the Fuzion Travel Conference in Shanghai that wrapped up last week.
Co-directors Andrew Parke and Stuart McKay say it was obvious from discussion during the event that customers are getting more savvy after the massive revenge travel that occurred straight after the Covid pandemic.
‘People used a trusted advisor during that period due to being burnt with Covid cancelation fees and being faced with other hurdles. To retain their loyalty we have to really focus on our consulting style and value proposition – it is important to look at the whole client journey so that we go above and beyond every time. We need to make sure the customer still sees benefits in using a travel agent,’ says McKay.
Parke adds that clients are using AI to research and so should agents. ‘We need to embrace this but also make sure we have in-depth knowledge of our clients’ travel needs and preferences. That way we can leverage our expertise to make strong recommendations for them over and above what AI is providing.’
The programme combined business sessions and sponsor presentations with time to explore Shanghai and its surrounds. One highlight was a Shanghai Discovery Challenge, with delegates breaking into teams and venturing out and about to discover its many layers. From culture and history to innovation and local life, each group researched a different aspect of Shanghai.
The itinerary also encompassed a visit to the Shanghai Financial Centre with dinner in the Pudong, a day trip to Suzhou and a dinner cruise on the Shanghai waterfront.
Fuzion principal and strategic advisor Graeme Moore says that post-conference tools and content will now be developed to help advisors share their insights on China with their clients and strengthen future destination sales and skill sets.
The group flew to Shanghai on Air New Zealand, and other key suppliers to attend were Craig Constable, Travelport; Mike Van Beekhuizen, Kiwi Holiday Insurance; Baker Gu, CTS; and Aaron Nagel, TBO Holidays.
stuart.mckay@fuziontravel.co.nz
