Chapter 1687 I Am Party A

Since Li Mu's Gubei Water Town project and the film and television base project have cooperated with the state-owned tourism group, this time Li Mu wants to promote outbound tourism in the four first-tier cities of Beijing, Shanghai, Yangzhou and Shenzhen and California. The state-owned tourism group also attaches great importance to it. Not only fully participated in it, but also arranged three senior consultants to participate in the formulation of the plan before the summit forum.

The reason why the plan should be made before the forum starts is because Li Mu's idea is to make some rough plans for the summit forum, like customizing a travel APP or a group tour, and then bring these plans to the summit. On the forum site, let both parties choose one of them, or disrupt the elements and put together a new one.

If people on both sides are completely allowed to chat freely, everyone's situation is different, and they lack enough understanding of each other, and they may not be able to talk about a really feasible routine in three or five days.

Therefore, Li Mu felt that when talking to both parties A and B, he could neither talk about A's way nor B's way, but to talk about his own way, and let both sides adapt to him. After all, he is the one who contributes money and efforts to push everything behind 's dad.

If you want to promote cross-tourism between two groups with different cultures, different economic development conditions, and different consumption concepts, the first thing to do is to seek common ground while reserving differences.

What is the same? It is nothing more than the pursuit of cost-effectiveness, which includes lower prices, better service, and better experience.

The price is easy to solve. Li Mulai does underwriting for airlines and hotel groups, not to mention that he is preparing to subsidize some money in the early stage. Even if he does not pay a penny, he can win a wholesale price for users, and the price advantage will naturally come. ;

However, Li Mu is doing online after all, but tourism is essentially an offline activity. No one can open a computer and let users "cloud travel", so in this part, offline companies have to cooperate with him. , and work together to serve customers on both sides.

The first is to establish a perfect customer service mechanism for users who purchase independent travel services.

Regardless of whether Chinese people come to the United States or Americans come to China, no matter how strong their language skills are, they will inevitably encounter some problems that are difficult to solve or do not know how to solve. At this time, if someone can provide them with native language services, users can In other words, the experience will be much better.

After 2010, travel companies in the United States were especially thieves. They sold the services of free travel in Asia to their own people, and then put 24-hour telephone customer service in India in order to save costs. This is because India’s labor costs are very low, and India itself They have been colonized by the British for many years, and the popularity of English is high. Although these people speak English with a very obvious accent, the actual communication problem is not very big.

This kind of feeling is very similar to northerners listening to southerners speaking Mandarin. Although the pronunciation may not be too standard, it is not a big problem to communicate.

But this kind of thing is also nonsense. An American came to China to travel, encountered an emergency, and called the customer service in India...

Li Mu felt that since the free travel business was sold by Taobao.com, and the tourism resources sold by Taobao.com were integrated from the market by Muye Technology, it was necessary for him to be responsible to users to the end, so he had to open it by himself. The 24-hour English service hotline will also have a 24-hour Chinese service hotline.

It is not necessary for him to put English service in India. He wants to put the customer service center in each language in the other country, that is, put the Chinese customer service center in the United States, and then put the English service center in Huaxia.

A large part of the reason for this is that he feels that when a Chinese person goes to Los Angeles, when he encounters a problem that he does not understand, he calls back and asks a customer service who works in a certain place in China. How reliable is it in India.

It is better to simply recruit Chinese-Americans who are good in both Chinese and English directly from California. He does not need a high degree of education, and he has enough knowledge of the local situation. You can even put the customer service center in Chinatown directly, so that the Chinese can go to work when they go out;

As for the English customer service center in China,

It is not feasible to hire Americans who understand the local situation. After all, China is not an immigrant country. However, it is not that difficult to hire Chinese people who speak English well.

A customer service center is established to deal with various problems and emergencies that users may encounter at all times. In this way, the language barrier, the biggest obstacle to cross-border independent travel, is solved.

In addition, travel groups in both China and the United States must connect all their resources to the customer service center, so that it is more convenient to directly provide services for independent travel customers.

For example, a Chinese couple who arrived in Los Angeles temporarily decided to rent a car and hire a tour guide. Such needs can be directly informed to the customer service, who will place an order for a local travel company in Los Angeles, and they will respond immediately after receiving the order. , not only serve users, but also create benefits for them.

The best solution is to directly import all the resources of the tourism group into the Taobao platform, and users can directly purchase them according to their actual needs. However, the mobile Internet has not yet started these years, and there is no mobile terminal support. The effect of such a platform will be greatly discounted.

The consultants of the travel companies are more aware of this model. In the past, it was difficult for them to make money from the independent travel users. However, once a platform connects them with the independent travel users, they have the opportunity to sell themselves to the independent travel users. service.

As for group travel, this is actually the main source of income for travel companies and the first choice for most travel users.

Combined with the scandals of so many tour groups he heard about in his previous life, Li Mu put forward his own requirements in this solution:

"In the future, the package tour products sold through Taobao must be subject to Taobao's service supervision, and a credit score will be given to the travel company that undertakes the package tour. Once the number of customer complaints exceeds the limit, the travel company will be punished or even removed from the shelves. ."

The senior consultants of the state-owned tourism group expressed their opinions one after another, saying: "Mr. Li, this requirement is too harsh for the tourism group. The tourism group itself is the actual undertaker of the service in this cooperation. The online platform built by your company and the tourism group It should be an agency relationship. As long as your company's platform indicates the disclaimer, all kinds of problems that arise between us and users during the service process in the future will be resolved privately by us."

Li Mu waved his hand and said, "That won't work, I want to do this business, not because I want to help you sell services and earn that little price difference, but because I want to make high-quality outbound travel a business card, so our relationship The cooperation model on this is that I provide you with users, you are responsible for me, and I am responsible for users. If the user has any dissatisfaction, they will directly hold me accountable. If I judge that it is your problem, then I will replace the user. hold you accountable."

The other party originally just wanted to gain more interests and initiative for himself, but he didn't expect Li Mu to be so tough on this matter, so one of them said to Li Mu, "Mr. Li, as a consultant, we are here to help you find problems and solve them. Problems, so in this business, I really think you should maximize profits and minimize liability.”

Speaking of this, the other party explained in detail: "You see, tour groups themselves are a very complex industry, and there are many open pits and dark trenches in it. The birth of a tour group product is actually no different from the birth of an insurance product. , it is necessary to calculate each link, double-check the actual cost of the product, such as air tickets, hotel accommodation, tickets, manual fares, and risk costs, and then calculate the gray income implicit in the cost-effective product. In this way, customers complain It is difficult to reduce the problem to a very low level. For you, the best option is actually to determine a percentage with us, and then hang up the exemption clause, and you can get rid of the relationship yourself."

Li Mu said, "You must understand that now is a traffic-oriented society, and the core of all industries will gradually converge to the traffic center. In other words, whoever has traffic in his hand is Party A."

After speaking, Li Mu paused and said, "In the cooperation between us, I am the one with traffic, and I am the first party."

"If you are a flour mill, according to the business model of the planned economy decades ago, you are indeed Party A, and all the sellers are asking to sell your goods, but now the times have changed, and now the times have appeared like Wal-Mart. Giants, on the retail side, they are the center that controls the traffic. If you want to sell goods here, you have to look at their faces. If they say they bet your money, they can bet your money; they say they want you to give them consumption. If you give in to their consumers, you have to obediently give them to their consumers.”

"And what I want to do is Wal-Mart in the field of travel. I'm not selling goods for you, I'm buying goods from you and selling them to my users. For me, users are the most important. As for who sells the flour, it doesn't really matter, as long as I have something like flour here, it's enough."

Li Mu's words are very clear, but it is difficult for today's tourism groups to understand the future business model, but it doesn't matter, since now they are leading a new way of playing, these companies naturally have to follow their own rules of the game.

In later generations, more and more young people choose online platforms to purchase group tours, not only because online purchases are more convenient, but also because online platforms are easier to protect their rights. The services purchased from Ctrip, whether they are self-operated or not, once If there is a problem, you can ask Ctrip to defend your rights. Although Ctrip's rights protection may not be the best, it will definitely be much stronger than a certain travel company or travel agency.

Therefore, this is why the customer base of offline travel agencies is getting narrower and narrower. People who really understand tourism and have the ability to consume tourism spend their travel funds online. These offline travel agencies can only fool the middle-aged and the elderly everywhere. To engage in low-priced shopping groups, travel agencies of this kind of shopping group have to hide their filth desperately if they want to make money, and finally fall into a vicious circle that is getting worse and worse, making themselves notorious...

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