Equipped for group travel?

Although we know that it is essential to satisfy each passenger individually, there is a very particular profile of passenger, the one who not only wants immediate entertainment, but who is also, throughout the duration of the trip, a direct source of feedback both for the company and for other passengers. We are talking about passengers who decide to travel in groups. How does this profile affect my entertainment system ?

Branding entrepreneurial

The first aspect to value from the start is your brand image. Unlike a passenger traveling alone, who has no objective of direct feedback on his trip, passengers who decide to travel in a group exchange their opinions when they get on the bus. Considering how easy it is to post a real-time review on social profiles today, it is essential to take care of every detail.

Let's put ourselves in the shoes of these travelers for a moment. They will go through different phases:

1. Arrival: when they get on the bus and look for their seat, they observe everything around them.
2. Arrangement : as soon as they sit down, they are most likely to start giving their first impressions of the trip (other passengers, cleanliness, friendliness of the driver, comfort of the seat, etc.). If the feedback is positive, they will start the journey with a good impression of the company.
3. The moment of truth: once they're seated and settled in, they should have a range of quality entertainment within their reach. Otherwise, the feedback will start to be negative and will seriously affect their perception of the company and their willingness to have a good trip. If instead they have before their eyes a screen with hundreds of hours of entertainment , success is almost assured. (And we say almost because one of the most important points is missing: quality content ).
4. Fatigue phase: after a while sitting in their seat they will begin to question themselves about their level of satisfaction without realizing it. For example: Are the seats comfortable? Is the driver doing a good job? Is the entertainment offer good enough to continue to enjoy the content despite fatigue. If the answer to some of these questions is NO, it is likely that passengers traveling in groups will start making negative comments about the trip that could affect the perception of other travelers.
5. Arrival at destination: The satisfaction of this group of travelers will depend on each of the aspects with which they have interacted during the journey. If the trip was up to their expectations, this group will return, but if on the contrary the perception is negative, we may not only lose them as customers, but it may also affect our brand image in a more or to a lesser extent.

Mass loyalty.

Today, achieving the objective of retaining our passengers is a difficult task, having the possibility of satisfying a group of customers traveling together is a unique opportunity. Considering the fact that satisfaction will increase exponentially due to the return of perceptions, the ratio of “1 satisfied passenger + 1 satisfied passenger = 3 passengers on the next trip” will have an even higher result. There are more and more groups comparing offers before you travel, and having the opinion of an entire satisfied group, and not just one passenger, will increase both your reputation and your ROI ( return on investment). We are in the midst of a technological era where any information can go viral, so positive feedback will be a differential factor on social networks against your competition. Imagine a passenger who has thousands of social media followers gets on your buses. If his satisfaction during the trip is good enough for him to share, you are sure to give great visibility to your brand image. If, instead of one passenger of this profile, 5 go up, the possibilities are immense.

Increase Group Travel = Increase ROI

Due to the significant competition in the sector, in addition to making an investment in improving your fleet, you must do it intelligently. When it comes to improving the service, we must on the one hand clearly define our strengths and weaknesses in order to strengthen or improve them. To do this, we need to have the right tools. At Azimut, we have been optimizing our measurement tools for years to get the best feedback, in addition to being able to give you the best advice thanks to our team of top professionals. Do not hesitate to contact us! Our goal is to provide you with the best service.