The headquarters of the ABanca Foundation hosted the closing of the third edition of the Training Plan of the Galician Tourism Cluster in a day that included two presentations and a round table that revolved around the customer experience. In addition, the diplomas of achievement of the students who studied the Program of Formation of Managers, which was included within the plan of formation, were delivered.
The president of the Galician Tourism Cluster, Cesáreo Pardal, participated in the opening of this closing day, in an act in which he was accompanied by Carlota Sanchez Puga, head of Institutional Relations at IESIDE and by Maria del Camino Triguero Salas, head of the Tourism Area for the province of A Coruña. All of them agreed on the importance of training in the process of building a modern, efficient and competitive tourism sector. In this sense, the president of the CTG also highlighted the effort made to offer training that is attractive and useful for professionals, bringing it closer to the four Galician provinces and offering it free of charge.
The participants in the day, a little more than a veitena of professionals, could also participate in two interesting presentations that revolved around the customer experience, one by Cristina de Andrés, responsible for the area of customer experience in the Barceló Group and the other by Lukkap consultant Eduardo Alvarez Cáceres. Both highlighted their firm conviction that we are at the moment in which the client occupies the central place. “The tourism sector is always in beta, is dynamic and changing, so it must be attentive to incorporate new experiences for the customer,” explained Alvarez Caceres, who stressed the importance of the sector competing in added value and differentiation, and not price, “competing in price is a shot in the foot, may work one day but costs will end up rising and margins, disappearing, so we must bet on value contribution and customer experience,” he explained. “If I have begun to generate added value to the client before he even stays with me, it is very possible that it will cost him more to cancel the reservation, if he finds lower prices in other accommodation, for example”.
The consultant included in his presentation examples of other sectors that provide added value to the client, such as health, and stressed the need to analyze the customer experience in all channels (multichannel), stressing that the customer experience should be focused on being friendly, customizable, reliable and flexible, offering basic services that meet their expectations but also others that surprise as can be a better connectivity, services designed for families, personalized attention or customization of services.
The day concluded with a round table to delve into the issues addressed during the morning, which closed with the delivery of diplomas to students of the 300-hour program that has been offered for executives during the last months in Compostela, by IESIDE.