"SQ and Indian agents still at odds" screamed the headlines yesterday on e-Travel Blackboard. "Travel agents boycott continues as the standoff on commissions between Indian travel agents and Singapore Airlines enters the third month."
Disintermediation is affecting the marketplace.This word, from the world of finance means, "cutting out the middle person." Therefore the battle for the customer is raging.
These economic times are fuelling price merchants that will sell almost anything for close to cost or below to try and gain market share. Seeking no-frills has become common.
We can't compete solely on price. No matter what we charge, somebody - because they're smarter (they are more efficient) or dumber (they don't really know their costs) - can always charge a dollar less.
Here's my take on this. Return to basics:
If we're good to customers, they'll keep coming back because they like us
If they like us, they'll spend more money
If they spend more money, we would treat them better
And if we treat them better, they'll keep coming back
and the cycle starts again....
second from left: Ibu Hanna
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