Group 3 Exercise 2 - Self Reflection by Chan Leong Teng https://padlet.com/chanleong/uilu8k6x2af5fl88 en-us 2021-11-22 18:00:40 UTC 2021-11-29 14:24:26 UTC hello@padlet.com Strong corporate branding onikari https://padlet.com/chanleong/uilu8k6x2af5fl88/wish/1907653285 Long pedigree
A lot of companies know our name
Transfers when employees change companies
Strong in MICE]]> 2021-11-23 05:43:25 UTC https://padlet.com/chanleong/uilu8k6x2af5fl88/wish/1907653285 Strong Presence onikari https://padlet.com/chanleong/uilu8k6x2af5fl88/wish/1907653974 Value proposition, policy, the way we work
Distinguish us; benchmarked to CWT standards
MICE taps into corporate network and profile]]> 2021-11-23 05:44:06 UTC https://padlet.com/chanleong/uilu8k6x2af5fl88/wish/1907653974 Large OTA capabilities onikari https://padlet.com/chanleong/uilu8k6x2af5fl88/wish/1907655625 Largest wholesaler through Sabre
Lower margins, but #1 in ticketing sales (e.g. MAS)
Used to have branch reach; now only three locations]]> 2021-11-23 05:45:39 UTC https://padlet.com/chanleong/uilu8k6x2af5fl88/wish/1907655625 Strong supplier relationship onikari https://padlet.com/chanleong/uilu8k6x2af5fl88/wish/1907656234 #1 agency with most of major airlines
For cruise, we are preferred partner

]]> 2021-11-23 05:46:17 UTC https://padlet.com/chanleong/uilu8k6x2af5fl88/wish/1907656234 They have their own products onikari https://padlet.com/chanleong/uilu8k6x2af5fl88/wish/1907657052 Don't only rely on supplier products to sell, can mix and match different source (e.g. Apple, came up with their own product from scratch using supplier network)]]> 2021-11-23 05:47:06 UTC https://padlet.com/chanleong/uilu8k6x2af5fl88/wish/1907657052 Focus on one to two destinations onikari https://padlet.com/chanleong/uilu8k6x2af5fl88/wish/1907657571 - Well known in one destination, or one product
- Based on what is popular among Malaysians
- Affordable]]> 2021-11-23 05:47:33 UTC https://padlet.com/chanleong/uilu8k6x2af5fl88/wish/1907657571 Collaborations with partners onikari https://padlet.com/chanleong/uilu8k6x2af5fl88/wish/1907660377 Examples: Maybank / Mayflower and CIMB / CIT
Collaborations on travel promotions
Strong exclusive partnerships]]> 2021-11-23 05:50:06 UTC https://padlet.com/chanleong/uilu8k6x2af5fl88/wish/1907660377 Klook: Fresh social media content onikari https://padlet.com/chanleong/uilu8k6x2af5fl88/wish/1907661105 Organic content, very shareable
Trending]]> 2021-11-23 05:50:45 UTC https://padlet.com/chanleong/uilu8k6x2af5fl88/wish/1907661105 Apple: Local taste for International destination onikari https://padlet.com/chanleong/uilu8k6x2af5fl88/wish/1907664173 - Catered to Malaysian tastes only
- Myopic, but scalable 
- Others tailor make tours for local groups
- Open up international groups to experience local flavor in destination markets
- Trafalgar concept]]> 2021-11-23 05:53:23 UTC https://padlet.com/chanleong/uilu8k6x2af5fl88/wish/1907664173 Impression: We are expensive onikari https://padlet.com/chanleong/uilu8k6x2af5fl88/wish/1907666396 - Not clear on value proposition. HTT transaction fee model is not understood; pay only for what you use. Malaysian market misunderstands, not mature. 
- Competitor looks like charging lower but lots of hidden costs. HTT is too transparent on pricing. Do we need to be so transparent?]]> 2021-11-23 05:55:26 UTC https://padlet.com/chanleong/uilu8k6x2af5fl88/wish/1907666396 Leisure - How can we be faster? onikari https://padlet.com/chanleong/uilu8k6x2af5fl88/wish/1907708957 Better technology, better Service, better libraries of knowledge.

Currently a one stop shop, differentiator but also the reason we are slower (one week to close). 
Front line /customer service and TC team to front queries and new customers.
Support team for existing customer 
Brand specialists for specific products and brands 

Upskilling - people that can use the platforms. TCs with access and experience, have the skills to do recommendations and intelligent closing. If only we can download Eugene and Chew Hong's brain.

Access to knowledge base and people to access it needs to be improved. Automation needs to be introduced to be faster (reduce waiting / downtime) e.g. bot, FAQ library

Frontliner wants to sell and close, but too many products that they are expected to know and be an expert in.]]> 2021-11-23 06:31:55 UTC https://padlet.com/chanleong/uilu8k6x2af5fl88/wish/1907708957 Leisure - How can we be better? onikari https://padlet.com/chanleong/uilu8k6x2af5fl88/wish/1907714064 Better at predicting customer needs / wants. Recommendations are stronger; not generic, targeted and intelligent in how we close. Consultants not equipped with the knowledge? Ties back to access to knowledge. 

Grow customer database, systems to do customer predictions / recco. 

Training for staff, skilled workers; need higher qualifications for staff, hiring graduates. Recruiting for cultural change. Opportunity for learning, not pay]]> 2021-11-23 06:36:00 UTC https://padlet.com/chanleong/uilu8k6x2af5fl88/wish/1907714064 Corporate - Technology and Automation onikari https://padlet.com/chanleong/uilu8k6x2af5fl88/wish/1907721089 Super app e.g. self-booking tools, mobile booking experience etc. Partner or create our own platform to lead the market.

Seamless, access from mobile and / or desktop. Now have to call, but with this system can be done on their own, even out of office. Fast and efficient, cost is not a factor.

Constant innovation and services need to be added to keep us differentiated and ahead of the curve.]]> 2021-11-23 06:41:24 UTC https://padlet.com/chanleong/uilu8k6x2af5fl88/wish/1907721089