Turning Lookers Into Bookers -- Presentation by Ashok Lalla, President - Digital, Euro RSCG at EyeforTravel's India Distribution Summit (Mumbai, Oct 7, 2010)

1. Turning
Into
EyeforTravel
Travel Distribution Summit
Mumbai | Oct 7, 2010

2. Simple Things We Often Forget
Let’s Look At Them Through
Garfield’s Eyes
1. Put the customer centre
2. Listen to what the customer
wants
Listen for what she doesn’t
3. Differentiate
Anticipate
4. Make it easy
Make it fun
5. It isn’t just about rate, mate
Be Social, Not vocal

3. PUT THE CUSTOMER CENTRE

4. Make Them Feel Good

5. Different Folks, Different Strokes

6. Make Her Way Your Way

8. Be Ready To Help

9. Recognize Their State Of Mind

10. LISTEN TO WHAT THE CUSTOMER WANTS
LISTEN FOR WHAT SHE DOESN’T

13. You Better Do So

14. Little Treats Are Sweet

15. Let ‘Em Decide

16. Take Them Where They Wanna Go

17. Their Way, All The Way

18. Be Extraordinary

19. Some Like It Hot

20. DIFFERENTIATE
ANTICIPATE

21. Make Un-Occasions Special

22. Create Occasions

23. Weave Magic Around Them

24. Be Creative

25. Overcome This Attitude

26. MAKE IT FUN
MAKE IT EASY

27. Build Up Anticipation

28. Make It Easy For The Lazy

29. Easier The Better…

30. It’s About Them

31. Do The Thinking…

32. IT ISN’T JUST ABOUT RATE, MATE
BE SOCIAL, NOT VOCAL

33. Nurture Loyalty, Show You Care

34. Free Is a Terrible Way To Be

35. Keep In Touch

36. Keep The Conversation Going

37. If They Love It, They’ll Book It

38. The Last Word

39. Let’s Stay Connected
Ashok Lalla
President – Digital
Euro RSCG
ashok.lalla@eurorscg.com
@ashoklalla