“The world has already changed radically and with smartphones and mobile tools the consumer has all the power on hand,” said Expedia’s Market Management Brazil director. According to Tavares, this implies a series of challenges for companies, since the “effort for the consumer to change companies is a simple slip of the finger.” Because of the detachment of brands, the goal of meeting customer expectations must be central – and this aspect “has not changed and will not change,” for Tavares.

The main expectations of consumers, as highlighted by the director of Expedia, are: gain time; Finding solutions to their problems; And have a pleasurable and enjoyable experience that brings simplicity and no kind of complication in its use. A key point for Tavares in building this experience that pleases the traveler is listening to him, along with the partners of the company in question. “Listening is very necessary and requires courage,” said Tavares.

PURPOSE
A noun that has been widely used in studies that point to millennials’ intentions, both in relation to the professional market and personal life, the purpose was highlighted in the panel with the presentation of Volunteer Vacations, a company specializing in volunteer trips. The founder and co-founder of the company, Mariana Serra, highlighted the market’s incipience in Brazil, which may give scope for the development of new travel experiences more linked to the social impact that Tourism generates in places that demand humanitarian action. The “purpose issue” and the “concern about situations seen in places of the world such as Yemen, South Sudan and even Brazil” were the motivators of the initiative, according to Mariana, and the company has more than 500 trips made to 15 destinations, in addition to a majority (90%) female audience.

MOBILE
Responsible for leading consultative service to the largest companies in the tourism industry on Facebook in Brazil and Latin America, André Gyurkovits highlighted the increasing presence of the mobile in the sector. “The smartphone has turned into a kind of travel compass and is present throughout the day of consumer buying,” he said.

In addition, social networks also exert a strong influence. According to data presented by Gyurkovits, 59% of users used Facebook when planning a trip and an even bigger number shows when the tool in question is Instagram: 92%. Creating content on these platforms, therefore, is a fundamental path for companies in the industry, according to the director. “We are in the age of content abundance and, in this scenario, personalization is the key,” he added.

Source: Panrotas

Photo: Brunna Castro