Peter Fankhauser: Cook CEO urges: First put customers in your heart!

Α Decrease font Enlarge font
Cook CEO urges: First put customers in your heart!

Tour operators must stop counting ‘pax’, put customers “in their hearts” and offer authentic emotional experiences in order to stay relevant in the future, according to Thomas Cook CEO Peter Fankhauser, fvw.com reports.

Companies that only try to “catch” customers with pricing will come under massive cost pressure, neglect the quality of their products and lose relevance, he told German travel industry managers in a lively keynote presentation at the fvw Kongress in Essen yesterday. “I’m confident that tour operators will exist in future if they change their business model,” he declared.

Describing the transformation of traditional holiday products, he urged tour operators to stop thinking of customers as ‘pax’ that fill capacity. “It’s not enough to have customer focus in your mind, you have to feel it in your heart.”

There could be “massive consequences” from disappointed customers, especially through social media which are highly trusted and believed by consumers, he warned. Fankhauser mentioned the case of the deaths of two children of Cook customers on Corfu several years ago which escalated massively last year, putting dramatic public pressure on the company.

New added-value products and services

Thomas Cook has now put customers “in our heart” and introduced new added-value products and services to reach individual customer wishes and to improve customer satisfaction, the Swiss-born CEO emphasised. The focus lies mostly on its portfolio of differentiated hotels where it can make improvements faster.

The introduction last year of a ’24-hour satisfaction guarantee’ covering the 1,500 most booked hotels had been a clear success, he said. There had only been 600 complaints out of 3.5 million customers in these hotels, and 70% of the cases had been resolved within 11 hours. The company had only had to hand out nine money-back vouchers and “not a single customer” took up the offer of a flight home. In addition, customer satisfaction with the hotels had increased significantly.

Another example was the launch of the first Casa Cook hotel on Rhodes this year. Bookings and customer satisfaction with the homely rooms and apartments had far exceeded the company’s expectations. “You have the feeling of being at home on holiday. That’s the concept of Casa Cook,” the Cook chief explained.

In contrast, Fankhauser appealed to the German travel industry to “halt the discussion” over the issue of “who owns customer data”, and instead to work together to improve customer experiences. Tour operators, for example, could offer added value such as direct emergency support and help if travel agents forwarded the mobile phone numbers of customers, he pointed out.

Read more here.

RELATED TOPICS: GreeceGreek tourism newsTourism in GreeceGreek islandsHotels in GreeceTravel to GreeceGreek destinations Greek travel marketGreek tourism statisticsGreek tourism report

 

Tornos
  1. 07/10 21:54

    Media: U.S. Ambassador to Athens is a Champion of Study Abroad Endeavors

  2. 07/10 21:44

    Universities of Tennessee and Athens to promote academic collaboration

  3. 07/10 20:36

    Greece's Gov.gr Wallet wins top award from WITSA

  4. 07/10 15:49

    Government: Bad loans in Greece fell to 7.5% in March 2024 from 40% in 2019

  5. 06/10 00:40

    SEVITEL sees Greek olive oil prices dropping

  6. 03/10 22:15

    Commercial activity at Keramoti port in Greece suspended to alleviate congestion

  7. 03/10 22:08

    Finance Minister: Record privatizations benefiting Greek citizens in long run

  8. 03/10 22:05

    Stavros Niarchos Foundation recognized at 2024 International Opera Awards

  9. 03/10 22:04

    Commercial operation of the Alexandroupolis LNG Terminal beginning today

  10. 03/10 16:48

    Virtuoso and Globetrender report: The top-7 luxury travel trends to watch in 2025

  11. 02/10 23:11

    Green residential electricity tariffs down 6%-17% in Greece during October

  12. 02/10 23:04

    United Hellenic Voters of America presents 50th UHVA Awards Gala in Illinois

  13. 02/10 21:46

    Athens International Film Festival marks 30th anniversary

  14. 02/10 18:59

    Greek FM: Excellent collaboration with Egypt for investments beyond energy

  15. 02/10 10:15

    ELSTAT report: Unemployment rate falls to 9.5% in Greece during August

  16. 01/10 21:32

    Collaboration between University of Athens and Google in Αrtificial Intelligence

  17. 01/10 21:31

    Prime Minister: Greece will finally have a land registry in 2025

  18. 01/10 19:14

    Work to prepare unique Doxipara-Zoni burials museum for visitors progressing fast

  19. 01/10 18:25

    Public Power Corporation announces lower kWh green rates in Greece for October

  20. 01/10 17:35

    Ministers agree to strengthen cooperation between Greek and Turkish coast guards

  21. 01/10 12:01

    A Full Schedule of Activities for Santorini Experience 2024

  22. 30/09 21:28

    Piraeus Port Authority reaches new highs in half-year revenues and profits

  23. 30/09 17:12

    Minister: Greece has the highest rate of increase of available income

  24. 29/09 21:29

    Ratification bill for Attiki Odos concession is tabled in Greek Parliament

  25. 28/09 21:19

    Toll prices reduced on Aegean Motorway in Greece

  26. 28/09 20:54

    Lykeion ton Ellinidon Costume Museum marks European Heritage Days

  27. 26/09 22:02

    Greece and South Korea sign cultural collaboration memorandum

  28. 26/09 21:55

    Hellenic Initiative’s 5th Annual Venture Impact Awards opens for applications

  29. 26/09 19:51

    Greek Tourism Minister attends Tourism Expo Japan

  30. 26/09 18:58

    Greece and Georgia ink agreement for mutual driver license recognition

  31. 26/09 18:47

    Greece ranked 2nd internationally in best practices for Public-Private Partnerships

  32. 25/09 21:37

    11 Greek environmental groups join 'Alliance for Wildlife' to preserve biodiversity

  33. 25/09 21:32

    5th KinoFest: German-language film festival held at Castro Clauss in Patras

  34. 25/09 19:27

    Greek Finance Ministry: Data shows significant fall in non-performing loans

  35. 25/09 17:45

    Climate Crisis Minister inks procurement for 414 new fire vehicles in Greece

  36. 23/09 00:17

    WTTC: U.S. remains the world’s most powerful travel and tourism market

  37. 23/09 00:05

    New rail projects amounting to 1.0 billion planned in northern Greece

  38. 22/09 23:57

    Minister: Promoting organic farming a priority for the Greek government

  39. 22/09 23:52

    President of Hellenic Republic visits Panagia Soumela Monastery in Imathia

  40. 22/09 23:41

    New framework for photovoltaics replaces net metering with net billing in Greece

  41. 19/09 21:13

    Temple of Poseidon in Sounion of Attica shines bright with brand new lighting system

  42. 17/09 12:34

    Significant Initiatives for Education, Road Safety, and Environmental Sustainability at Navarino Challenge 2024

  43. 16/09 22:48

    Revenues €2 billion above target primary surplus of €7.571 billion in Greece

  44. 16/09 22:35

    Moody's ratings upgrades Greece's outlook to positive from stable

  45. 16/09 22:19

    Passenger traffic in Greek ports grew by 11.4 pct during 2024 Q1

  46. 16/09 14:25

    Greek Tourism Minister announces new measures for sector

  47. 16/09 13:04

    10 Years of Celebration for Golf and Maritime at the Greek Maritime Golf Event

  48. 14/09 22:38

    New President of MedCruise for 2024-2027

  49. 11/09 22:35

    Digital Work Card to start in Greek tourism and food service sectors

  50. 11/09 21:27

    AEGEAN Air: Strong passenger traffic growth and 10% increase in revenue

  51. 11/09 16:43

    Joint initiative in EU by Greece, Romania and Bulgaria on energy prices

  52. 11/09 13:39

    Minister: Free afternoon surgeries for citizens who cannot afford to pay

  53. 10/09 00:49

    12 tax cuts and 12 measures for wage rises announced in Greece

  54. 09/09 23:36

    Foreign Minister: Greece-Cyprus electrical interconnection approved by EU

  55. 09/09 23:35

    Security forces on high alert for potential flooding from "ATENA" storm in Greece

  56. 09/09 23:07

    Media: Greece will levy tax on cruise ship arrivals to Mykonos and Santorini

  57. 09/09 22:43

    250 million euros to renovate schools in Greece

  58. 09/09 22:02

    Swimming ban lifted at Volos beaches following clean water test results

  59. 08/09 22:31

    Summer of 2024 the hottest in Greece since records began

  60. 08/09 22:21

    Athens taxi strike begins on Monday, from 5:00 in the morning until 5:00 on Tuesday

  61. 08/09 19:34

    88th Thessaloniki International Fair off to a strong beginning

  62. 08/09 15:28

    Storm 'Atena' will bring bad weather to Greece starting Monday night

  63. 08/09 13:46

    Prime Minister from Thessaloniki: Greece in 2027 will be a much better country

  64. 03/09 20:20

    Greek Tourism Minister presents updates on cruises and short-term rentals to SETE

  65. 03/09 19:25

    President of Hellenic Republic to receive credentials from new ambassadors

  66. 03/09 18:32

    Athens Airport launches off-airport check-in for cruise passengers in Greece

  67. 03/09 18:14

    Concession deal to develop marina of Pylos is inked by Greek state and investors

  68. 03/09 15:28

    47th International Short Drama Film Festival commenced on Monday

  69. 02/09 17:09

    The Schedule of the Anniversary Greek Maritime Golf Event 2024

  70. 31/08 00:48

    Support the Greek Heritage Night organized at Yankee Stadium in New York

  71. 31/08 00:15

    Athens Police directorate bans two open downtown rallies on Sunday morning

  72. 30/08 23:53

    Negative inflation in Greek supermarkets during August

  73. 30/08 23:48

    Greek Minister pre-announces subsidies on electricity bills and in September

  74. 30/08 18:35

    Alexandroupolis joins 'WHO Global Network for Age-friendly Cities and Communities'

  75. 30/08 16:45

    From Paris to Santorini, top Names in Sports for Santorini Experience 2024

  76. 29/08 00:25

    New VCRS systems to be installed in 18 Greek airports

  77. 28/08 20:18

    First World Conference on Smart Islands in Greece's Pserimos on September 4-5

  78. 28/08 16:14

    Promotion and protection works of Castle of Mytilene progressing rapidly on Lesvos

  79. 28/08 12:10

    'Pupil's basket' with school supplies into effect in Greece from Wednesday

  80. 28/08 00:51

    Draft law on land registry under consultation in Greece

  81. 28/08 00:44

    Greek PM: The Thessaloniki metro to be handed over to citizens on November 30

  82. 28/08 00:36

    Mayor: Today is a historic day for Panathinaikos and for Athens

  83. 27/08 20:30

    Patmos island Music Festival opens with chamber music, followed by religious music festival

  84. 27/08 13:19

    9th Kastellorizo Beyond Borders International Documentary Festival commences

  85. 21/08 00:38

    Nearly 18,000 paid a visit to 18 lighthouses in Greece on World Lighthouse Day

  86. 21/08 00:32

    Passenger traffic in Greek airports soars by 9.5% during January-July 2024

  87. 21/08 00:29

    Unemployment drops by 6.3% in Greece during July

  88. 20/08 22:33

    Art Athina annual exhibition opening at Zappeion Hall in Greece on September 9

  89. 20/08 21:50

    Greek Culture Ministry: East Attica antiquities unaffected by recent wildfire

  90. 20/08 18:46

    Kalymnos island to get new ferry dock, merchant marine engineering school

  91. 13/08 01:59

    Albany AHEPA Chapter 140 and DOP Alope Chapter 158 grant 2024 Scholarships

  92. 13/08 01:50

    COSMOTE supports subscribers in fire-stricken areas of Attica with free services

  93. 13/08 01:39

    Greek Olympic athletes return amidst national crisis due to Attica wildfires

  94. 12/08 01:56

    Greek government to overhaul presumptive taxation system for self-employed

  95. 09/08 01:46

    Expert: Vigilance is required to support Greek exports

  96. 08/08 21:41

    Ministry: Greek universities invited to set up joint MA programs with institutions abroad

  97. 08/08 21:39

    Drama International Short Film Festival to run Sept 2-8 with films from 21 countries

  98. 08/08 21:36

    Digital transit log for foreign private recreational vessels available on Greece's myAADE

  99. 08/08 14:45

    STASY inks contract for harnessing kinetic power of braking trains to save energy

  100. 07/08 21:25

    Six investment schemes selected for Phase B, in bid for Greek port of Lavrion