Big buses may not be for everyone, but for those operators willing to put in the work, coaches can lead the way to more group clients and higher profits.
Our upcoming June LCT Magazine is focused on technology, especially how operators are getting very creative in applying technology, mobile aps, and tablets to save money and improve every aspect of operations, communications, and most importantly, better service.
I interviewed Jim Moseley, vice president of development TripTracker, a company that he launched with his father, James Moseley, back in 1985. That’s light years ago in the technology sector. I mean, Ronald Reagan was entering his second term, the first mandatory seat belt law took effect in New York, and Microsoft unveiled its brand-spanking new operating system — Windows 1.0. But even after almost 30 years in business since Jim and his father James developed the first version of TripTracker, Jim is more excited about the future than the past.
Of course he is a major evangelist as to how technology is helping operators run their businesses. But he also tossed out a cautionary note to operators about how they have to change because the new wave of technologies are not just tools, but game changers for operators.
“It’s not so much technology has changed. It’s people that have changed how they are utilizing technology to do business,” said Moseley. “The tidal wave is coming. We’re not in business-to-business anymore. It’s becoming consumer-to-business. People will use devices to decide what kind of transportation they want and what price they want to pay. They’ll want to see reviews and ratings of companies, availability, how much insurance they carry, and how often they perform on time. Consumers won’t be dealing with people or travel desks, they are using a smartphone or tablet to make informed decisions electronically,” he added.
His advice? Moseley says that no matter if you are a large or small company you have to understand what’s coming. “For example, basically Google has made everything an ad, and operators have to understand that and do a better job to market themselves — their brand — or they will be left behind. It’s a consumer revolution, and they want immediate capability to book a ride, immediate response, and feedback when they are done, and they don’t want to call anyone. If you don’t have a brand that draws attention to consumers, you’re going to fizzle.”
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These points will sound familiar to anyone providing the best possible service for their clients.
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