Maximizing Traveler Feedback for Vendor Improvement
This presentation offers strategies on surveying business travelers to enhance vendor services. Learn how to leverage survey data, establish action plans, implement change, and manage stakeholders effectively.
Maximizing Traveler Feedback for Vendor Improvement
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Presentation Transcript
Round Table The Survey Says… Groups of 6-8 At least 1 buyer / group Feb 8, 2007 Presentation_title_v1 Legal information here
Who, what, when, how… to survey • Who… all your business travelers • What… vendor services, agency & end provider (airline, hotel, rental/ground trans.) • When… real-time, all the time • Through OBT • Electronic e-mail, at end of trip • Reward travelers for survey completion • Other ideas… Presentation_title_v1 Legal information here
What to do with the data??? • Share results – good & bad with your vendors • Reward good behavior • Establish action plans to correct problems Presentation_title_v1 Legal information here
Establish a plan for Change • Putting your vendor on warning • Send out RFP… include incumbent • Set date and stick to it! • Advise vendors / new & current of effective date • Advise your travelers of the plan and rational Presentation_title_v1 Legal information here
Stay tuned…. Implementing Change • Afternoon session… • Panel of Experts on Change Management Presentation_title_v1 Legal information here
Feature Program Implementing Change… Panel of Experts Feb 8, 2007 Presentation_title_v1 Legal information here
Implementing Change • Vendor’s Perspective • How do we make the change happen quickly • Communication Strategies • Ramp-up time (1 to 3 months???) • Reporting on the value of the change • Gaining “Full” Compliance • Future Opportunities Presentation_title_v1 Legal information here
Agency Perspective • Kevin Hamilton – Passageways Travel • Implementation Steps & Time • Staffing / Training etc. • Loading Corporation’s Travel Policy • Contracts – Air/Car/Hotel etc. • On-Line Booking Tool - implementation • Other thoughts… Presentation_title_v1 Legal information here
Airline Expectations • Ramp-up time • Tracking Market Share shift • Reporting to both Corporation & TMC • Service expectations • Driving compliance Presentation_title_v1 Legal information here
Rental Car Company • How to implement / communicate this change • Change vendor in OBT • Link to Corporate Card • Provide “preferred status” off employee lists • Other ways to “Drive” compliance • Communicate Advantages Presentation_title_v1 Legal information here
Hotel Program • Load Multi-level rate codes in GDS • Communicate location / offerings e.g. comp breakfast, upgrades, ground transport, last room availablitly Presentation_title_v1 Legal information here
Travel Managers Challenges • Selling the new program to the travelers • Rational on why Traveler’s may pay more on one trip, for the good of the program. • WIIFM • Rewarding Traveler’s for good behavior • Reporting the results Presentation_title_v1 Legal information here
Questions, Answers, Comments • Q&A Presentation_title_v1 Legal information here
