CUSTOMER SERVICE PRESENTATION (2)

3. Description of the new creation of Customer Experience

A)
 Service product
- Organize an online tour by watching a video to create 360 degrees experience
that is realistic and makes people feel like they are actually traveling. For the
video contents, besides filming at popular tourist destinations, we also introduce
local and unique places that only local people know and let the locals become
the tour guide to provide more information, making the tour more memorable.

 Service environment
- Because of the lockdown, all activities have to conduct online and for the
online tour, our main service environment is everyone home. For the staff, all
employees will work from home to manage the system, some will go out to film
the video and they cooperate with each other to maintain the business despite the
pandemic. For customer, they can stay at home and enjoy the tour through
wathcing videos through different online platforms. This not only ensure their
safety during Covid but also provide them a new experience.

 Service delivery system

- People: All the staff will work from home during the lockdown. For the
filming process, the tour guide and the cameraman will travel around and try to
visit many unique places so that they can produce many videos and new tours to
attract many customers. Especially, people in the IT department have an
important role as they have to make the tour and support the customer with all
the technical issues.

- Technology: Use online platforms like Zoom and Google Meet to have a
meeting with a small group and show the video to the guest. This way, we can
make the experience more private and suitable for each type of customer.
Moreover, our agency uses various management systems to maintain the
technical system and try to cooperate with information technology to create a
new experience for customers.

B) Customer value chain

C)
 New value propositions
- Introduce a new form of travel that is suitable for the current situation that
ensures guest safety, convenience, and cost-effective
- Provide an opportunity for customers to entertain and relax during lockdown
- A chance to promote unique local places to attract new customers and
introduce special places in Vietnam to foreigners
 Old values need to keep
- Maintain the quality of the tour and services despite changing the tour format
- The staff have a professional attitude, good knowledge to understand the
customers and support them when needed
- Keep the tour price affordable and cost effective to attract new customers and
keep the loyal customers to the brand

4.
 Potential
- With the development of information technology, there will be more platforms
to develop this new type of service. Especially, during the pandemic and
lockdown, this new service will be a new form of entertainment that helps the
customer relax and fulfill their wish to travel during lockdown
- Create new services and promote unique local places to attract more
customers, both inbound and outbound customers as they always can watch the
video anywhere, anytime
- Reduce expenses and opearting costs
- Can maintain this type of service during the lockdown, which helps maintain
the business and create job opportunities for employees

 Threats
- The pandemic affects the tourism and hospitality industry, which brings many
challenges to travel agency
- Traveling online through watching videos may seems boring with many people
and they think it a waste of money since those videos and films can be watch
free on other platforms
- Have to compete with other competitors and large travel agencies
- Traveling online may lack human interaction

 Solution
- Invest more in inviting local and experienced tourguide, improve the video
content to make the experiece different from other brands
- Organize more interactive activities in the meeting to connect people and make
the experience more realistic