Chapter 1687

As Li Mu's gubeishui town project and film and television base project have cooperation with the state-owned tourism group, Li Mu will promote the outbound tourism of four first tier cities in Beijing, Shanghai, Yangshen and California. The state-owned tourism group also attaches great importance to it. It not only fully participates in it, but also arranges three senior consultants to participate in the formulation of the plan before the summit forum.

The reason why we need to work out the plan before the forum starts is that Li Mu's idea is to make some general plans for the summit forum like the customized free travel app or the group travel app, and then take these plans to the summit forum site to let both parties choose one, or mix up the elements and reassemble one.

If we let people on both sides talk freely, we have different situations and lack sufficient understanding of each other, we may not be able to talk out a really feasible routine in three or five days.

Therefore, Li Mu feels that when talking with Party A and Party B, he can neither talk about Party A's way nor Party B's way. He has to talk about his own way, and let both sides adapt to him. After all, he is the father who gives money and effort to push everything behind him.

To promote cross tourism between two groups with different cultures, different economic development and different consumption concepts, the first thing to do is to seek common ground while reserving differences.

What is the same? All of them pursue cost performance, which includes lower price, better service and better experience.

The price is easy to solve. Li mulai underwrites airlines and hotel groups, not to mention that he plans to subsidize some money in the early stage. Even if he doesn't pay a cent, he can get a wholesale price for users, and the price advantage will naturally come up.

however, Li mulai is online after all, but tourism is essentially an offline activity, and no one can start a computer Let users "cloud tourism", so in this part, enterprises under the cable must cooperate with themselves and work together to serve customers of both sides.

First of all, it is necessary to establish a perfect customer service mechanism for users who purchase free banking services.

No matter when Chinese people arrive in the United States or when Americans arrive in China, even if they have strong language ability, they will encounter some problems that are not easy to solve or do not know how to solve. At this time, if someone can provide them with native language services, the experience will be much better for users.

After 2010, the American travel company, especially the chicken thief, sold the Asian free travel service to the native people, and then put the 24-hour telephone service in India to save costs. This is because the labor cost of India is very low, and India itself has been colonized by the UK for many years, with a high popularity of English. Although these people speak English with a very obvious accent, they actually speak English The problem of communication is not very big.

This kind of feeling is very similar to that of the northerners listening to the southerners speaking Mandarin. Although the pronunciation may not be very standard, there is not much problem in communication.

But it's bullshit to think about this kind of thing. An American came to China for a tour and met with an emergency. He called his customer service in India

Li Mu thinks that since the free trade business is sold by taobao.com and the tourism resources sold by taobao.com are integrated by Muye technology from the market, it is necessary for him to be responsible to the users to the end. Therefore, he needs to open a 24-hour English Service Hotline and a 24-hour Chinese service hotline.

It's not necessary for him to put English Service in India. He wants to put the customer service center in each language in the other country, that is, put the Chinese customer service center in the United States, and then put the English Service Center in China.

One of the reasons for this is that he thinks that when a Chinese goes to Los Angeles, when he encounters a problem he doesn't understand, he calls back to ask a customer service who is on duty somewhere in China, which seems to be no more reliable than putting customer service in India.

It's better to recruit Chinese Americans who can speak both Chinese and English directly from California. They don't need to have a high degree. They know enough about the local situation. Even they can put the customer service center in Chinatown directly, so that Chinese Americans can go to work when they leave the door.

as for the domestic English Customer Service Center, it's not easy to hire Americans who understand the local situation. After all, China is not the same An immigrant country, but it's not that hard to hire Chinese who speak good English.

Set up a customer service center to deal with all kinds of problems and emergencies that users may encounter at any time. In this way, the biggest obstacle of transnational free travel and language barrier will be solved.

In addition, the tourism groups of China and the United States must connect all their resources to the customer service center, so that it is more convenient to directly provide services for the free travel customers.

For example, a Chinese couple who arrived in Los Angeles temporarily decided to rent a car and hire a tour guide. Such a demand can be directly informed to customer service. Customer service places an order with the local tourism company in Los Angeles. They immediately respond to the order after receiving the order, not only serving the users, but also creating profits for them.

The best solution is to directly import all the resources of the tourism group into Taobao platform, which can be purchased directly by users according to their actual needs. However, mobile Internet has not started in this year, and there is no support from mobile terminal, so the effect of such platform will be greatly reduced.

The consultants of tourism companies all agree with this model. In the past, it was very difficult for them to make money from the free line users. However, once a platform connects them with the free line users, they will have the opportunity to sell their services to the free line users.As for group tourism, this is actually the main source of revenue for tourism companies, and also the first choice for most tourism users.

In combination with the scandals of so many tour groups heard in his last life, Li Mu put forward his own requirements in this solution:

"in the future, the follow-up tour products sold through Taobao must be subject to Taobao's service supervision, and the tour companies that undertake the follow-up tour should be given credit scores. Once the number of customer complaints exceeds the regulations, the tour companies should be punished immediately Even off the shelf. "

Senior consultants of the state-owned tourism group expressed their opinions one after another, saying: "Mr. Li, this requirement is too harsh for the tourism group. The tourism group itself is the actual receiver of services in this cooperation. The online platform built by your company and the tourism group should be a cooperative relationship of consignment nature. As long as the exemption clauses are indicated on your platform, we will use them in the future All kinds of problems in the service process will be solved by us in private. "

Li mubai waved his hand and said, "that's not good. I want to do this business, not because I want to help you sell services and earn that difference, but because I want to make a business card of high-quality outbound travel, so the cooperation mode between us is that I provide users to you, you are responsible for me, I am responsible for users, if users have any dissatisfaction, directly to me Accountability. If I decide it's your problem, I will take the place of the user to blame you. "

The other side just wanted to strive for more benefits and initiative for itself, but I didn't expect Li Mu to be so tough on this matter, so one of them said to Li Mu: "President Li, as a consultant, we are here to help you find and solve problems, so in this business, I really think you should maximize profits and minimize responsibilities. ”

here, the other side explained in detail: "you see, the travel group itself is a very complex industry, and there are many open pits and hidden ditches in it. The birth of a travel group product is no different from the birth of an insurance product. It is necessary to calculate each link, and check the actual cost of the product repeatedly, such as air tickets, hotels, accommodation and doors The manual fare and risk cost of tickets, and then calculate the gray income implied in the product, so that the problem of customer complaints can hardly be reduced to a very low level. For you, the best choice is to determine a proportion with us, and then hang the exemption clauses, and then you can get rid of the relationship. "

Li Mu said, "you should understand that now it is a flow oriented society, and the core of all industries will gradually converge to the flow center. In other words, whoever has the flow in his hand is Party A."

Said, Li Mu dun dun again: "our cooperation, I have the flow of that side, I am Party A."

"If you are a flour factory, according to the business model of planned economy decades ago, you are indeed Party A, all the salesmen are required to sell your goods, but now the era has changed, and now there are giants like Wal Mart. At the retail end, they are the center that controls the flow. If you want to sell goods here, it depends on their faces They say that if you charge your money, you can charge your money; if they say that you want to give profits to their consumers, you have to give profits to their consumers obediently. "

"What I want to do is Wal Mart in the field of travel. I'm not selling goods for you. I'm buying goods from you and selling them to my users. For me, users are the most important thing. As for who sells flour, it doesn't matter. As long as I have flour in this place, it's enough."

Li Mu said that it's very clear, but it's hard for today's tourism groups to understand the future business model, but it doesn't matter. Since they are leading a new way of playing, these enterprises naturally have to follow their own rules of the game.

Later generations, more and more young people choose online platform to purchase group tourism, not only because online purchase is more convenient, but also because online platform is easier to safeguard rights. From Ctrip's service, whether or not it is self owned by Ctrip, once there is a problem, they can find Ctrip to safeguard rights. Although Ctrip's safeguarding rights may not be the best, it will certainly be better than a certain travel company Division and travel agency are much stronger.

So that's why the customer group of offline travel agencies is getting narrower and narrower. People who really understand tourism and have the ability to consume tourism spend their tourism funds online. These offline travel agencies can only fool the middle-aged and old people everywhere to engage in low-cost shopping groups. In order to make money, such shopping group travel agencies must desperately hide the dirt and get involved in an increasing number Bad vicious circle, make oneself infamous