We were delighted to welcome Nam Tran, Global Head of Client Experience at The Kooples and Loïc Davrinche, Digital Director at TUI, to the Conversation 2019 stage for a roundtable discussion entitled Conversation: The Human Power. With Emeline Darcoulet, ibbü expert, they explained their customer experience strategy and shared with us the benefits offered by a collaboration between brands and independent experts.
Leader brands bet on conversations
“We have many questions about travel reservations. Travellers need as much information and detail as possible when, for example, they are travelling with 2 adults and 3 children. They want to make sure they have high-quality service for high-priced trips. And messaging allows us to provide travellers with quick answers at any time. Experts can provide information on the activities available or the distance between a hotel and the beach. This way, we strengthen the trust customers place in our products and we allow them to go on vacation in complete tranquility.”
Loïc Davrinche, TUI France
“Consumers tend to place more trust in independent experts because they don’t see them as sales representatives trying to sell at all costs but rather as purchasing advisors.”
Nam Tran, The Kooples
“As a buyer, I like the proximity I can have with brands in their stores. As an ibbü expert, I offer my personal experience and advice on natural and organic wellness products on the Onatera website.”
Emeline Darcoulet, ibbü expert