Travel Agent - April 14, 2008 - (Page 62)

COVER STORY CONTINUED FROM PAGE 61 Perhaps most important is the agents’ ability to build a business of their own that increases in value. Agents can launch their own branded business, develop staff and build equity. In short, Travel Counsellors wants to be ranked among the most successful host-agency franchises, offering agents a decisive difference in building a profitable business. “Our travel agents own the client, not Travel Counsellors,” says Camacci. “We have a very high retention rate of 97 percent and a very low attrition rate. Our TCs enjoy strong repeat business from customers, and independent research shows very high client satisfaction levels.” Dynamic packaging is another feature. Ogg, Rasmussen and Camacci believe Travel Counsellors’ Phenix technology base for dynamic packaging empowers agents. The Travel Counsellors agent can offer clients access to an array of cruise, tour, air and hotel products while using net pricing options. The process is fully automated. “Travel Counsellors’ technology puts agents in control of pricing and their own profitability. At the same time, it enhances their sales productivity,” Ogg says, noting that Travel Counsellors not only has its own proprietary technology but also is compatible with third-party systems, such as TRAMS ClientBase. Still another plus for Ogg is the international dimension of Travel Counsellors. Backed by a state-of-the-art web-based communications platform—including a companywide intranet, an extranet for suppliers, live weekly webcasts via TCTV and the use of web cams— the Travel Counsellors agent becomes part of a global team, all supported by a headquarters staff of 200. Personal relationships are critical to Travel Counsellors’ success. Agents served more than 280,000 clients last year and enjoyed an average 65 percent repeat booking rate—double the industry average. Travel Counsellors stresses the need for agents to build “lifetime” relationships with clients and supports their efforts with both personalized direct and e-mail programs. “Travel Counsellors communicates with its agents with a highly effective intranet and online webcasts,” Rasmussen says. “The traditional isolation of the home-based agent CONTINUED ON PAGE 66 62 | TravelAgent April 14, 2008 Highlights of Travel Counsellors I Membership in ASTA, OSSN, CLIA, NACTA and IATA, illustrating a longterm commitment to industry growth. E&O insurance and 24-hour help desk for clients. Seller of travel licenses in all states where required. Expeditious ticket and invoice checking and payment handling and commission processing. The technology solutions needed for effective home-based agency operations and superior client service. No additional charges for ticket wallets and luggage labels, ticket mailings and paperwork. No “nickel and dime-ing” of agents. Consistently high levels of client service and satisfaction. Technology platform includes online training, GDS access at no cost and 24/7/365 technical support. Exclusive intranet and extranet resources. Fully informed agents with daily updated personal performance statistics on sales and margins. Consistent recognition of achievements by peers. Wide range of marketing support, including CRM database and promotion management. Personalized e-mails, an e-magazine and an individualized agent website. Honeymoon and Bridal Registry services. Group and niche marketing support. Public relations support and consumer sales promotions. A strong sense of Travel Counsellors community is fostered, including an informative weekly webcast and message-board advice from other Travel Counsellors agents. Subsidized conferences and invitations for partners and spouses. Mini-conferences. Sales incentives and a system to bid for inquiries. Strong, competitive supplier deals, including fast-growing cruise programs. The ability to serve mass and luxury market segments. Support of business, as well as leisure travel including proposal support. Access to Amadeus Cruise. Hotel program with 50,000 properties worldwide. Personal development and counseling. Dynamic packaging and tracking tools to enable agents to design programs to client needs with net pricing options. Encouragement to build “branded” businesses with a strong customer base that increases in market value to the agency owner. Experienced and professional U.S. management team. I I I I I I I I I I I I I I I I I I I I I I I

Table of Contents Feed for the Digital Edition of Travel Agent - April 14, 2008

Travel Agent - April 14, 2008 Online Now Contents Contributors From the Editor From the Publisher Europe: The châteaux-hotels of the Dordogne and Quercy in France Middle East: Although Dubai is Expanding, it is not Bursting at the Seams Pacific/Asia: Pattaya is Southeast Asia’s Sunny Paradise Pacific/Asia Briefs Las Vegas: New York City Dining Comes to Sin City Hawaii: Accommodations in Hawaii for the Entire Family Central & South America: Cayo Espanto is the Private Island Resort for Clients to Get Away from it All Caribbean: Iberostar Property Opens in Rose Hall, Jamaica Running El Casino at the Sheraton Old San Juan Africa: Africa Travel Association’s 11th Annual Symposium Spotlight on the Djibouti Palace Kempinski Cruises: Experts Share Views on the Direction Cruise Pricing is Heading Cover Story: Home Counsel Car Rental: Vacation.com Joins with Hertz to Grow Car-Rental Sales Transportation Briefs Northeast USA: Brooklyn’s Hotel Le Bleu Agent Profile: Gary Mansour of Mansour Travel Agenda: Fam Trips, Deals & Incentives, Calendar Violent Protests Halt Travel to Tibet Celebrating Company and Agency Innovations Sheraton Upgrades Brand through Renovations and Redesign Earning Opportunities and Agent Recognition In the Spotlight Editorial Index Advertising Index Classified Marketplace Trendwatch

Travel Agent - April 14, 2008

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