p20 Jun19 16/6/09 16:49 Page 20
news comment
ttglive.com
Derek Jones Kuoni
“I guess most travel agents
will wonder why Kuoni is
sending web customers to
independent agents”
T
here’s a link on the front page of the tion” and anyone who has met with me and my
Kuoni website which customers can team over the last few months will know that we
click on to find their nearest Kuoni are working harder than ever before to main-
Specialist Agent. A few weeks ago Liz tain and grow our relationships with the trade.
Warner, from our Trade Relations team, was So how does this fit with our plans to open our
talking to an independent agent who told her own shops on the high street? We now have three
that as a direct result of this feature he had made shops and we will open a few more, but we are
eight Kuoni bookings with a combined commission not planning on having much more than 10 or 12.
value of £4,000. They are not targeting independent agents; if
I’m guessing most travel agents reading this anything, they will help to support sales through
will immediately think two things. First, “Why is the trade. Since it opened last year the Kuoni
Kuoni sending web customers to independent store in Manchester has built up a loyal follow-
agents?”, closely followed by “Crikey! Is Liz ing of local agents who call the shop directly to
Warner still at Kuoni?” request quotes and to make bookings.
To answer the second question first: The same is true of our personal travel
yes she is! Between them, Liz and experts who work from home taking calls from
her colleagues in trade relations direct customers and travel agents. Kuoni is
have 75 years’ experience so they unique in offering its Specialist Agents the option
know a thing or two about looking of a dedicated expert to assist with their bookings.
after travel agents. Henry Ford once said that you can’t build a
Kuoni Specialist Agents benefit reputation on what you’re going to do and
from a huge range of activities. I’m sure that many in the trade will remain
As well as being featured on suspicious of our plans. But consistency
the Kuoni website, they receive builds trust and it’s my intention to continue
priority educational places and the long tradition of Kuoni’s supporting
invitations to overseas seminars, good independent agents who add value to
access to marketing support our customers’ bookings.
and promotional materials, That’s why our website refers customers
invitations to regular specialist to Kuoni Specialist Agents. We know these
dinners, and access to dedi- agents understand our products; we know
cated telephone and face-to- they will not try to switch the customer
face account management. to their “preferred” or “inhouse” supplier;
At the ITT conference, Kuoni and we know they value the support of a
chief executive Peter Rothwell quality tour operator, just as we value them.
stressed that “good, knowledgeable travel
agents are an essential part of Kuoni’s distribu- Derek Jones, distribution director, Kuoni
20 19.06.2009
Page 1 |
Page 2 |
Page 3 |
Page 4 |
Page 5 |
Page 6 |
Page 7 |
Page 8 |
Page 9 |
Page 10 |
Page 11 |
Page 12 |
Page 13 |
Page 14 |
Page 15 |
Page 16 |
Page 17 |
Page 18 |
Page 19 |
Page 20 |
Page 21 |
Page 22 |
Page 23 |
Page 24 |
Page 25 |
Page 26 |
Page 27 |
Page 28 |
Page 29 |
Page 30 |
Page 31 |
Page 32 |
Page 33 |
Page 34 |
Page 35 |
Page 36 |
Page 37 |
Page 38 |
Page 39 |
Page 40 |
Page 41 |
Page 42 |
Page 43 |
Page 44 |
Page 45 |
Page 46 |
Page 47 |
Page 48 |
Page 49 |
Page 50 |
Page 51 |
Page 52 |
Page 53 |
Page 54 |
Page 55 |
Page 56 |
Page 57 |
Page 58 |
Page 59 |
Page 60 |
Page 61 |
Page 62 |
Page 63 |
Page 64 |
Page 65 |
Page 66 |
Page 67 |
Page 68