DIGI SOCIETY
Customer data and Diditalized selling
I have worked in tourism and hospitality industry for 15 years. For the last few years I have been working in sales. I have seen a big change in the way we work.
Digitalisation has changed the game. Now we collect data. Collecting data can start even before the client has been the actual client.
With data we for example tailor marketing for customers. Tailoring marketing is the rule rather than the exception. It is the only way to keep up with the tough competition. In tourism and hospitality industry it is very important to exploit the data because customers expect personalised service.
Digital tools helps me to do my job. Forexample CRM system is a perfect system for my business. The system keeps me up to date with my sales process. CRM means Customer Relationship Management and I can not imagine working without it. CRM system is a place to collect customer information. I use data to sell effectively.
As in all sectors digitalization have changed the selling too. We are talking about sales automation. Automation boosts sales. Automation can make marketing and sales more efficient because I can find out who is interested in my products.
Also it is effective, because the automation can do some measures that would otherwise be a human task. For example automation can send emails to clients. Automatic mail messages can speed up the customer’s purchase decision. Another powerful automatic tool is chatbot. Chatbot answers clients guestions at any time of the day, even at night. A client can also make hotell reservations via chatbot.
The risks of digital and open digital society
When all services go digital, there is a risk of inequality of service for those who cannot use digital devices. It can be challenging to get a manual face-to-face service. And there is some customers who can not use digital systems.
We process a lot of persolan data In tourism and hospitality industry. Data protection issues are discussed a lot in our workplace and we have a we a policy to protect customer data. Our employees must be committed to acting in a secure manner.
I believe that all customers do not know well their data protection rights.
Self-evaluation
I have realized how digitalized my work is. And from now on it will be more and more automatic.
I dont feel like i’m replaced. I think automation is my working tool. With automatic tools I can prioritise my work. Digitalisation and automation will not take our jobs. We just need to learn new skills and these will become new jobs.
It is also very interesting to learn about other students’ writings and experiences of digitalisation! I have learned a lot about other industries.
19.4.2023 at 10:30
Hi Marika! Thanks for your interesting text about tourism and hospitality industry. I think that marketing has certainly become easier with advanced technology. It is nice that you can sell your products to those you see interested. Customers may feel that nice too. It is true that developing technology makes it difficult for some people to access services. I hope that in the future it would also be easy for these people to access the services. We will well see that in the future.
6.5.2023 at 17:59
Hi Marika! In your industry digitalisation is certainly changed your work. There is challenges, which you introduce in your text. Collecting data is one of risks as you wrote. Another big challenge is customers, who cant’t use digital systems. There will be always people, who need face-to-face contanct. This need is hard because you must be several systems to services.
14.5.2023 at 23:32
Thank you Marika for your blog post!
I agree with your point on the potential risks of digitalization, particularly the risk of inequality of service for those who cannot use digital devices. It’s important for companies to ensure that they are not leaving behind customers who may not have access to digital systems.
It’s clear that digitalization has significantly impacted the tourism and hospitality industry, and it’s exciting to see how automation and data collection can be used to tailor marketing and provide personalized service to customers. Thank you for sharing your perspective!
7.6.2023 at 23:10
Hi, Marika
It was nice to read your blog. It is interesting to hear how the data collected from customers is used to tailor product packages suitable for them. This is certainly more common than I could have imagined. It is also interesting that the efficient data collection of automation is used to increase sales effectively, as well as automated email messages. After all, customers value quick responses and access to information. Me at least. Chatbots are still encountered on various sites, and we are already used to them. Sometimes they are very useful. It’s good that you can still get the service face to face. Like you said, not everyone uses digital systems.
1.7.2023 at 14:31
Hi Marika and thank you for your blog post!
Your text shows that digitalisation has become a strong part of your work and it is being used to its full potential already. However, it is relieving to hear that you don´t feel that digitalisation is taking your job away from you, but that it is giving you the opportunity to learn new things and allowing you to work in a more varied way. In your article, you pointed out that digitalisation creates inequalities for those customers who don´t use digital services so actively. This is true, but I believe that this problem will decrease day by day.
It would have been nice to read more of your assessment of what future working life will be in your workplace as digitalisation continues to develop more.