As a result of the Li Mu'sGubei Water Townproject, and film and televisionbase project, has the cooperationwithnational capitaltravelinggroup, thereforethisLi Mumustpromote the tours abroad of Beijing-ShanghaiYangdeepfourfirst-tier cityandCalifornia, the national capitaltravelinggroupalsoattaches great importance, not onlyfullyis involved, but alsoarrangedthreesenior advisers, participationpeakforumbeforehandplanformulation.
由于李牧的古北水镇项目,以及影视基地项目,都有跟国资旅游集团的合作,所以这次李牧要推动京沪阳深四个一线城市和加州的出境游,国资旅游集团也非常重视,不但全面参与其中,还安排了三个高级顾问,参与巅峰论坛之前的方案制定。Reason thatmustbefore the forumstarts, firstsets the plan, because of the Li Mu'sidea, has custom-madeFreedom Travelorwith the grouplineliketravelingpp, firstsetssomegeneralplansto the peakforum, thenattainspeakforumtheseplans, makingboth sideschooseone, or the elementwill disrupt, pieces togetherone.
之所以要在论坛开始之前,先把方案定出来,是因为李牧的想法,是像旅游pp定制自由行或者跟团行那样,先给巅峰论坛定一些大概的方案,然后把这些方案拿到巅峰论坛的现场,让双方从中选择一个,或者将其中元素打乱,重新拼凑一个。Ifmade the two sidespeopledispersechatting of powerful and unconstrained stylecompletely, everyonesituationhad the differencerespectively , the insufficientunderstanding, 35dayswas also not necessarily ableto chat a trulyfeasiblerepertoiremutually.
如果完全让两边人撒开了天马行空的聊,大家情况各有不同,又互相缺乏足够的了解,三五天也未必能聊出一个真正可行的套路。Therefore, Li Mufelt,chattedwitharmorBboth sides, cannotchat the path of armor, cannotchat the path of B, mustchatownpath, mustmake the two sidescomeadaptive, after alloneselfwerethatdonates moneyin the backpromotesallfathers.
所以,李牧觉得,跟甲乙双方聊,既不能聊甲的路子,也不能聊乙的路子,得聊自己的路子,要让两边来适配自己,毕竟自己才是那个出钱出力在背后推动一切的爸爸。
To promote the communities of twodifferentcultural, the differenteconomic developmentconditionanddifferentexpenseideato travelalternately, some that must first doseeks common ground while maintaining difference.
想促进两个不同文化、不同经济发展状况、不同消费理念的群体交叉旅游,首先要做的一点就是求同存异。Whatis? Nothing butpursues the performance-to-price ratio, contains a lowerprice, a betterservice, a more superiorexperience.
同是什么呢？无非是都追求性价比,这其中包含更低的价格、更好的服务、更优的体验。
The pricecan be solved, Li Mugives the airline and hotelgroupdoesto have exclusive selling rights, let alone in the early period of oneselfalsoprepare first subsidyto selectQian Jinto come, even ifoneselfone centdoes not paste, can still striveto the userto a wholesale price, the price advantagenaturallycancome up;
价格好解决,李牧来给航空公司和酒店集团做包销,别说自己还准备前期先补贴点钱进来,就算自己一分钱不贴,也能给用户争取到一个批发价,价格优势自然会上来;However, Li Mumakesonlineafter all, buttravelsisofflinemovesessentially, no onecan the beginning a performancecomputerletuser„cloudtraveling”, thereforethispart, musthave the offlineenterpriseto comewithoneselfto cooperate, unites effortsto serve the customers of goodboth sides.
不过,李牧毕竟是做线上的,但旅游本质上又是一个线下活动,谁也不能开台电脑就让用户“云旅游”了,所以这部分,就得有线下的企业来跟自己合作,协力服务好双方的客户。Firstin view ofpurchasing the user of Freedom Travelservice, mustestablish the perfectcustomer servicemechanism.
首先是针对购买自由行服务的用户,一定要建立起完善的客服机制。
The Chinapersonarrived atUS (America), the US (America)personarrived atChina, even if the language enhancementis strong, will certainly meetsome is not goodto solveornot knowissue how to solve, at this time, ifcansomepeopleprovide mother languageserviceforthem, to user, the experiencewill be better.
无论是华夏人到了美国,还是美国人到了华夏,哪怕语言能力再强,也一定会遇到一些不好解决或者不知道如何解决的问题,这时候,如果能有人为他们提供母语服务,对用户来说,体验就会好很多。
After 2010, the US (America)travelspecialchickenthief, theysold to the home boy the service of AsianFreedom Travel, thentosave the cost, placesIndia24hours of telephonecustomer service, this is because the Indianmanpowercostis very low, butIndiahad been colonizedmanyyearsbyBritain, Englishpopularis high, althoughthesepeoplespeakEnglishto have very obviousvoice, the issue that butcommunicates is actually notverybig.
2010年之后,美国的旅游公司特别鸡贼,他们把亚洲自由行的服务卖给本国人,然后为了节省成本,把24小时电话客服放在印度,这是因为印度人力成本很低,而印度本身又被英国殖民过很多年,英语普及度高,虽然这些人说英语有着非常明显的口音,但实际沟通起来的问题也不是很大。Thisfeelingseemed like the northernerto listen to the southernerto speak the standard spoken Chinese, althoughpronouncedpossibly is really nottoostandard, butexchanged the issue is not big.
这种感觉很像是北方人听南方人说普通话,虽说发音可能真的不是太标准,但交流起来问题并不大。Howeverthismatterthinksalsoto talk nonsensevery much, a US (America)personarrives at the Chinatraveling, came across the thunderbolt, telephonesforbeing in the customer service of India......
不过这种事情想想也很扯淡,一个美国人来到华夏旅游,遇到了突发事件,打电话给身在印度的客服……Li Mufelt, since the Freedom Travelbusinessis the Taobaonetsells, buttourist resources that the Taobaonetsells out, isMuye Science and Technologyconformsfrom the market, oneself need to be thoroughly responsible for the user, therefore, oneselfmustopen24hours of Englishservice hotline, mustopen24hours of Chineseservice hotline.李牧觉得,既然自由行业务是淘宝网卖出去的,而淘宝网卖掉的旅游资源,又是牧野科技从市场上整合来的,那自己就有必要对用户负责到底,所以,自己要开通24小时英语服务热线,也要开通24小时中文服务热线。PlacesIndiaEnglishservice, does not havethatnecessitytooneselfactually, hewantsto place the counterpart country the custom service centers of variouslanguages, placesUS (America)Chinesecustom service center, thenplacesChinaEnglishservice center.
把英语服务放在印度,对自己来说倒是没那个必要,他想把各语言的客服中心放在对方国家,也就是把中文客服中心放在美国,然后把英文服务中心放在华夏。first-year university studentaspectreason that verydoes that ishefelt, when a Chinapersonwent toLos Angeles, whenhemeetsto do not the clearissue, callsto ask that in the customer service that China some are on duty, thisas ifcompared withdoes not placeIndiancredible many customer service.
这么做的很大一方面原因,是他觉得,当一个华夏人去了洛杉矶,当他遇到搞不明白的问题,打电话回来问一个在华夏某地坐班的客服,这似乎也不比把客服放在印度靠谱多少。Might as wellincurChineseEnglishChinese descendantfrom the Californialocal areasimplydirectly, does not needhishighschool record, tolocal circumstanceunderstandingenough, evenoneselfcanplace the Chinatown the custom service centerdirectly, makingChinese descendantgo outcango to work;
不如干脆直接从加州本地招汉语英语都的华裔,不需要他多高学历,对本地情况了解就够了,甚至自己可以直接把客服中心就放在唐人街,让华裔出了门就可以上班;As for the domesticEnglishcustom service center, the US (America)person who hires the nativesituationis not quite accepted, after allChinais not an immigrantcountry, but, hiredEnglishto say the goodChinaperson, this is actually not difficult.
至于在国内的英语客服中心,雇懂本土情况的美国人不太行得通,毕竟华夏也不是一个移民国家,不过,雇英语说得不错的华夏人,这个倒是没那么难。Sets up the custom service center, frequentlydeals withvariousissues and thunderbolts that the usermaycome across, as the matter stands, the transnationalFreedom Travelbiggestbarrier, the speech disorderwas solved.
建立起客服中心,时刻应对用户有可能遇到的各种问题以及突发事件,这样一来,跨国自由行最大的障碍,语言障碍就解决了。In addition, the travelinggroup of China and US, mustoneselfallresourcesdockingsto the custom service center, thisbe also more convenientdirectlyis the Freedom Travelcustomerprovides the service.
除此之外,中美双方的旅游集团,都必须把自己所有的资源对接给客服中心,这样也就更方便直接为自由行客户提供服务。For example, a pairChinese and his wife of Los Angelesdecidetemporarilymustcharter a car(riage), please a tour guide, suchdemandcaninform the customer serviceagaindirectly, the localtravelorderstoLos Angelesby the customer service, after theyreceive the order, immediately the freight billresponds, not onlyserved the user, gave back tothemto create the income.
比如,一对到了洛杉矶的华人夫妇临时决定要包一辆车,再请一个导游,这样的需求可以直接告知客服,由客服给洛杉矶本地的旅游公司下单,他们接到订单之后立刻跟单响应,不但服务了用户,还给他们创造了收益。
The bestsolution, actuallyinductsTaobaothisplatformtravelinggroupallresourcesdirectly, canpurchaseaccording toownphysical demandby the userdirectly, butthisyearmovesinternetnot to start, without the support of mobile, suchplatformeffectwill sell at a discountgreatly.
最好的解决方案,其实是直接把旅游集团所有的资源都导入淘宝这个平台,由用户可以根据自己的实际需求直接购买,不过这年头移动互联网还没有开始,没有移动端的支持,这样的平台效果会大打折扣。
The advisers of travelquiteapprovetothispattern, beforetheywereverydifficultto make moneyfrom the Freedom Traveluser, but, oncethere are the platformto contact the Freedom Traveluserthem, theyhad the opportunityto peddleoneselfserviceto the Freedom Traveluser.
旅游公司的顾问对这个模式都比较认可,以前他们是很难从自由行用户身上赚到钱的,但是,一旦有平台把他们跟自由行用户联系起来,他们就有机会向自由行用户兜售自己的服务。As fortravelswith the group, this is actually the important source that the travelreceives, is the first choice of mosttravelingusers.
至于跟团旅游,这个其实是旅游公司收入的主要来源,也是大部分旅游用户的首选。In light of the scandals of so manytouring partiesprevious lifehears, Li Muinthissolution, setownrequest:
结合上辈子听说的那么多旅行团的丑闻,李牧在这个解决方案里,提出了自己的要求:„In the future, through the organized tourproduct that Taobaosells, mustbe subject to the servicesupervision of Taobao, andtocontinuing the travel of organized tour conducts creditgrading, oncecustomersuitoverstipulated,immediately conducts the punishmentevenbottom carriageto the travel.”
“未来,通过淘宝卖出的跟团游产品,必须要接受淘宝的服务监督,并且对承接跟团游的旅游公司进行信用评分,一旦客户投诉量超过规定,立刻对旅游公司进行处罚甚至下架。”
The senior advisers of national capitaltravelinggrouptook a stand, said: „Mr. Li, thisrequestis harshto the travelinggroup, the travelinggroupinthiscooperationis the actualcontractside of service, the lineupper mounting plate and travelinggroup of your firmbuildshouldbesell on behalf of someone the cooperation of nature, in the platform in your firm, so long asindicates the exemption, in the futurewewith the userinvariousissues that in the serviceprocesswill have, will be solvedbyusin private.”
国资旅游集团的高级顾问们纷纷表态,说:“李先生,这个要求对旅游集团来说过于苛刻,旅游集团本身在这个合作中就是服务的实际承接方,贵公司搭建的线上平台与旅游集团应该是代售性质的合作关系,贵公司的平台上只要注明免责条款,将来我们跟用户在服务过程中产生的各种问题,都会由我们私下解决。”Li Mubeckoned with the hand saying: „Thatis not good, Imustmakethisbusiness, is notbecauseIwantto helpyousell on behalf of someone the service, to gainthatprice difference, because Imustmake a name card the high-qualitytour abroad, thereforeamongusinthisabovepartnership modelis, Iprovide the usertoyou, youare responsible forme, Iam responsible for the user, if the userhasanydiscontented, pursues the responsibilitytomedirectly, ifIdetermineamyourissue, Iwill replace the userto pursue the responsibilitytoyou.”李牧摆摆手说:“那不行,我要做这块业务,不是因为我想帮你们代售服务、赚那点差价,而是因为我要把高质量出境游做成一张名片,所以我们之间在这上面的合作模式是,我给你提供用户,你们对我负责,我对用户负责,如果用户有任何不满,直接向我追责,如果我判定是你们的问题,那我会代替用户向你们追责。”
The opposite partyalsowantto strive forsomebenefits and initiativesforoneself, butdidn't expectLi Muis so strongatthismatter, therefore one of them saidtoLi Mu: „Chief Li, as the adviser, we are helpsyoufind that the problemandsolves the problem, thereforeinthisbusiness, Ireallythought that youshouldguaranteeto the full the profit, reduces the responsibilityto the full.”
对方原本也只是想多为自己争取一些利益和主动权,但没想到李牧在这件事情上这么强硬,于是其中一人对李牧说道:“李总,作为顾问,我们是来帮助您发现问题并解决问题的,所以在这块业务上,我真觉得您应该最大限度保证利润、最大限度降低责任。”At this point, the opposite partyexplainedin detail: „Youlook, the touring partyis a verycomplexindustry, moreoversomeinsidemanybrightpitblind ditches, a birth of model of touring partyproduct, actuallyhas no difference from a birth of model of insurance product, needsto calculateeachlink, checks the actual cost of productrepeatedly, for example the airplane tickethotelboard and lodging, the admission ticketartificialfare and venture capital, then the income from moonlighting that goes to the worthwhileproductto conceal, the issue that such a, the customersues is very difficultto fallto a verylowlevel, to you, the bestchoiceactuallyoniswithusdeterminedpulls out. Is proportional, thenhangs the exemption, oneselfcanwithdraw the responsibility.”
说到这里,对方详细的解释道:“您看,旅行团本身就是一个非常复杂的行业,而且里面有许多明坑暗沟,一款旅行团产品的诞生,跟一款保险产品的诞生其实没什么区别,都需要对每一个环节进行计算,反复核对产品的实际成本,比如机票酒店食宿、门票人工车费以及风险成本,然后再去合算产品里隐含的灰色收入,这么一来,客户投诉的问题就很难降到一个非常低的水平,对您来说,最好的选择其实就是跟我们确定一个抽成比例,然后再把免责条款挂出来,自己就能脱开干系了。”Li Muopens the mouth saying: „Youare clear, the presentis the current capacitysociety, the cores of allindustriesto the current capacitycentergathering, in other words, inwhosehandwill gradually have the current capacity, whois a Party A.”李牧开口道:“你们要明白,现在是流量型社会,所有行业的核心都会逐渐向流量中心汇聚,换句话说,谁手里有流量,谁就是甲方。”Saying, Li Muwas also saying: „Amongus the cooperation, Ihave that side of current capacity, Iam a Party A.”
说着,李牧顿了顿又道:“我们之间的合作,我是有流量的那一方,我才是甲方。”
„ If you are a flour mill, dozensyears ago the business model of planned economy, youtrulyareParty A,
“假如你们是一家面粉厂,按照几十年前计划经济的商业模式,你们确实是甲方,ww
wwAllsellersrequestto sellyourgoods, butnow the timechanged, now the timepresentedWal-Mart'ssuchgiant, in the retailend, theygrasped the center of current capacity, youwantto sell the goodstheirhere, mustlook attheircomplexions, theysaid that detainsyour, candetainyour;Said that makesyougivetheirconsumerto yield profit, youwant the little darlingto givetheirconsumerto yield profit. ”
所有的销售商都要求着来卖你们的货,可现在时代变了,现在时代出现了沃尔玛这样的巨头,在零售端,他们就是掌握了流量的中心,你想在他们这里卖货,就要看他们的脸色,他们说押你的款,就能押你的款;说让你给他们的消费者让利,你就要乖乖给他们的消费者让利。”„HoweverImustdo, istravelingjourneydomainWal-Mart, Iam not selling on behalf of someone the commoditytoyou, Ipurchase the commodityfromyourhere, sold tomyuseragain, to me, the userismost important, as forselling the bread flour of whichfamily/home, is actually unimportant, so long asherehasbread flourtype of thing, was enough.”
“而我要做的,就是旅游出行领域的沃尔玛,我不是在给你们代售商品,我是从你这里采购商品,再卖给我的用户,对我来说,用户才是最重要的,至于卖谁家的面粉,其实并不重要,只要我这里有面粉这种东西,就足够了。”
The Li Mu words saying is very clear, butnowadaystravelinggroup will be very difficultto comprehend the futurebusiness model, butwill be unimportant, since the presentisleads a newmethod, thentheseenterprisesnaturallymustabide byoneselfGamerule.李牧话说的很明白,只是现如今的旅游集团还很难参悟未来的商业模式,不过不要紧,既然现在是自己主导一种新的玩法,那么这些企业自然是要遵循自己的游戏规则。
The later generation, more and more young peoplechoose the onlineupper mounting platepurchaseto join a group itineraryto travel, is not only becauseonlinepurchasesis more convenient, isbecause the lineupper mounting platerights protectionis easier, buys the service that fromCTrip, whether or notCTripself-management, oncehas problems, canlook for the CTriprights protection, although the rights protection of CTripis also not necessarily ableto achievewell, butdefinitelywill be much stronger than sometravel company and travel agency.
后世,越来越多的年轻人选择在线上平台购买参团旅游,不光是因为线上购买更方便,也是因为线上平台维权更容易,从携程买的服务,无论是不是携程自营,一旦出了问题,都可以找携程维权,虽说携程的维权也未必能做到最好,但肯定会比某一家旅行公司、旅行社要强得多。Whythereforethis is also, the client base of offlinetravel agencyis getting more and more narrow, understands the traveling, to have the person of travel consumptionabilitytruly, paidonline the travelingfunds, theseofflinetravel agencies can only the flickeringmiddle-aged person and old person, do the low priceshoppinggroupeverywhere, thistype of shoppinggrouptravel agencywantssheltering evil people and countenancing evil practices that made money to go all out, finallyfell into a more and moredisappointingvicious circle, didnotoriousoneself......
所以这也是为什么,线下旅行社的客户群体越来越狭窄,真正懂旅游、有旅游消费能力的人,都把旅游经费花到了线上,这些线下旅行社只能到处忽悠中老年人,搞一搞低价购物团,这种购物团旅行社想赚钱就必须拼命的藏污纳垢,最后就陷入了一个越来越差劲的恶性循环,把自己搞得臭名昭著……ttp:
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