Research On Customer Retention For BYH Customized Travel Company

After decades of rapid development in tourism industry,the traditional Tours have already can't satisfy the public demand for personalized tourism.At the same time,a new way of traveling has appeared,that is called Customized tourism.Customized tourism is a new mode and development trend in the tourism service industry.Under the current tourism industry environment,many tourism companies are transforming into customized tourism.As we all know,customers are the core and key in the market competition.How to retain customers and maintain the relationship between customers has become the key to the long-term survival of many customized travel companies.Among the numerous customized travel companies,BYH customized travel company is one of them.This paper will firstly analyze the current situation of the target market,marketing environment and 7PS of BYH customized travel company to understand the current situation of the company.Secondly,through the questionnaire form to understand the customer's basic situation and customized tourism focus,and through the form of scoring analysis of the company's satisfaction and loyalty.Based on the analysis of the current situation and data investigation,it is concluded that BYH customized travel company has a big problem in maintaining customer relationship in products,promotion,service personnel,service process and after-sales service.Finally,through product innovation;Promotion improvement above;Perfect service personnel;Focus on the service process;The optimization of after-sales service increases the stickiness between customers and the company,and finally improves the loyalty and satisfaction of customers to BYH customized travel companies,making the company more competitive in the industry and bringing greater benefits to the company.Finally,it is hoped that the analysis and discussion in this paper can not only solve the customer relationship problem of BYH customized tourism company,but also provide some references for other similar customized tourism companies,and contribute to the development of customized tourism industry in China.