Personalisation Power: A game-changer for customer engagement in the Tourism and Leisure sector

Published: 03/02/2024
Author: Rebekah Wilson

In an era dominated by digital interactions and ever-evolving consumer expectations, companies in the tourism, travel and leisure sector are facing a significant challenge – how to stand out and create memorable experiences for their customers. One key solution to this challenge is leveraging increased personalisation. In this article, we’ll delve into the problem faced by businesses in the tourism and leisure industry, explore strategies to address it through personalization, and highlight the transformative impact it can have on customer engagement.


What’s the problem?

Traditional one-size-fits-all approaches are no longer sufficient to captivate the attention of modern consumers. In the tourism and leisure sector, customers are seeking more personalised and tailor-made experiences that resonate with their individual preferences and needs. Generic marketing messages and standardised offerings often fall short of creating the emotional connection necessary to drive customer loyalty.

As competition in the industry intensifies, companies find it challenging to differentiate themselves from the myriad of options available to consumers. The lack of personalization can result in missed opportunities to engage customers at a deeper level and foster lasting relationships.


So, how can we address it?

At Vidatec, we can help you to unlock personalised recommendations and experiences using your existing CRM data and smart tagging of your content. Increase understanding of your audience and shape marketing messages to their needs.


Data-driven insights:

Start by leveraging your existing CRM data. We can help you use these data points to categorise customers based on demographics, preferences and patterns of behaviour.


Personalised communications

By doing the above and categorising customers into groups with similar characteristics, you begin to tailor marketing efforts, communication strategies, and personalised offers to meet the specific needs of your customers. This also allows you to craft personalized marketing messages that speak directly to the interests and desires of individual customers. Utilize customer names, preferences, and past interactions to create a sense of exclusivity and attention to detail.


Customised offers and packages:

Develop personalized packages and offers based on individual preferences. Whether it’s a curated travel itinerary, special discounts on preferred activities, or exclusive access to events, personalized offerings can significantly enhance customer satisfaction.

Adaptive content journeys

Use adaptive content journeys to serve your customers the information they need, when they need it to aid purchase decisions. Include within these journeys functions such as push notifications, to nudge behaviour and aid decision making.


The transformational benefits

According to McKinsey, the modern customer doesn’t just want personalisation – they demand it. Companies that excel at personalisation generate 40 percent more revenue from those activities than average players.

By increasing your levels of personalisation, businesses see enhanced customer satisfaction and engagement, as individuals feel seen and valued. By catering to the unique needs of each customer, companies can foster stronger emotional connections. This emotional loyalty goes beyond transactional relationships, creating customers who are more likely to choose your brand again and again.

Lastly, targeted marketing efforts result in a more efficient use of resources. Instead of casting a wide net, you can focus on the specific needs and desires of your unique customers, leading to a higher return on investment for marketing campaigns and messaging.


Interested in how Vidatec could help you reach new heights with increased personalisation? Let’s Talk.