论旅行社提高顾客价值的途径

Customer Value Improvement in Travel Agency

面对激烈的市场竞争,旅行社越来越难以实行产品差别化策略,而顾客价值成为旅行社的核心竞争优势。旅行社应当在质量、成本、关系、实效四个方面进行顾客价值提升定位,并在顾客价值创造、顾客关系管理方面实施顾客价值管理战略,将顾客价值管理系统化、长期化。

Since in the fierce market competition it is increasingly difficult for travel agencies to implement product differentiation strategy, customer value has become their centeral competitive advantages. So they should carry out the customer ralue - driven strategy to improve serrice, quality, cost, relafionship and result. It will be a long- term systematic task to conduct customer value management in terms of value positioning, value creation and relationship management.