Blog homeAlongside this blog, many people know me from running TourCMS- a web based reservation system designed for small tour operators (and some people know me as a UK based travel ecommerce project manager “for hire”)
Although I mention it here every so often – this isn’t a TourCMS blog – but one about travel ecommerce in general (as long time subscribers will know). However this is a TourCMS post….. think of it as a commercial break – although there is an interesting dilemma at the end!
With TourCMS I do try to run what I call an “open” business.
I would define an open business as one where you can come along to the website and find out information about the company, the product etc without having to talk to anyone….. This is becoming normal for travel companies however it remains unusual for travel technology providers.
For example
- We have a community forum for product discussions where anyone can come along, browse, post etc…. (no registration required for browsing). In the forum we tend to talk about specifications for forthcoming developments etc. We also publish all code release notes in the forum
- You can sign up for a free trial account without having to talk to a salesman.
- There is full pricing information available (without having to talk to a salesman or sign an NDA)
- Anyone can come along and read the manuals in the support section of the site. I do enjoy looking at our website visitor statistics and seeing competitors come and download them all….. I hope they make interesting reading!
And uniquely….
Bug board
If a customer is unlucky enough to find a bug then they are given a point on the bug board.
This is a bit of fun but it really shows that we are keen to receive feedback when something isn’t quite right. Obviously we would prefer not to have any bugs – but being realistic – the challenge isn’t having no bugs – but how you react to them.
Booking numbers
We have a new section on the TourCMS website where we (automatically) update with our current booking numbers. This is what it looks like today…..
One of our customers said I should be a politician with my amazing ability to create some statistics that look like they show something but they don’t really….. OK – but I had to make a decision – I didn’t want to release “actual” numbers (yet) so the numbers are proportional to the maximum booking volume month, in percentage terms (i.e. the top month is 100%)
I think it shows a nice step change from last December (as a result of a big release in December and some new client wins, and existing UK based customers who sell more in January than December). (See the graph for yourself – TourCMS by numbers)
So why post today about being an “open” business?
Something happened that made me think about whether this whole “openness” concept really works commercially.
As you probably know, we also run a forum – Small Fish Big Ocean – and one of the posts caused me a bit of interest today (see the post)…. The discussion is around flight booking engines, in particular flight booking engines for those with a small budget (A challenge indeed in this business!). All was going along nicely until Guido from Happy Hotelier, (A dutch based hotel blog), happily gave a plug to one of TourCMS’s direct competitors.
What should I do about that! What a head scratcher!?
Heck – I can’t delete the post because I believe the forum should be impartial and as independent as it can be…. and it was only yesterday that I had a go at a Spanish emarketing company about online ethics!
I have done some work for a travel company with a well known forum and they happily delete any messages that mention either competitors – or their own, sometimes less than ideal, customer service. They have no problem with it…. however as a result of my blogging activities it seems that I should really be whiter than white!
I wasn’t naive enough to think that people wouldn’t use the forums to promote competing products….. but it does make you think a little about whether running an open business is such a clever idea. (Besides, Guido was posting about a competitor to help move the thread along – I know he isn’t anything to do with the actual competitor)
What would you have done?
(Don’t worry Guido – I have forgiven you – it makes for an interesting discussion!)
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This happens all the te on our forums and basically I don’t see any other response but to leave it in. I might post a reply stating you could get the same thing right there and then and it usually works if you do, since you already have the connection with the user (after all, they are there using your site!). If it’s a first post by a member and the first post in a thread it’s deleted for being spam but if someone has posed the question then you need to allow all answers (that can’t reasonably be suspected of being spam). The downsides of taking action are just too big. Plus it makes you look incredibly petty and IMO reflects negatively on your own beliefs in your product or brand. Wouldn’t you otherwise just highlight some of your strengths vs your competitor?
Hi Alex,
First off, thanks to Guido for the plug. It was completely unsolicited, I swear.
I think we share some similar philosophies when it comes to running our businesses, online anyway. Perhaps it has something to do with working with one of the most under served markets in travel (the little guy). I am also a big fan of openness and I think that if you are going to say you are open then you have to be open and stick to it. I think that your candid post about your dilemma is a testament to your convictions. If it is any consolation, your blog is directly referenced on the Rezgo website! Did I feel a little strange directly linking to a competitor? A little… but I think you have a great blog and at the end of the day, there are more then enough fish in the ocean for both of us.
Cheers from Canada,
Stephen
http://www.rezgo.com/2008/01/re-10-questions-to-ask-a-tour-operator-reservation-system-supplier.html
Thanks Stephen!
Fish in the ocean – where did you get that idea from!?
Great Post, Alex!
I thought I had answered you here, but realize now I had answered on the forum and thought to pick up the thought you offered here for a separate post on HH which then ended on my back burner.
Now I see Stephen answered which is great. As are Sam’s thoughts.
When I made the plug I wasn’t even aware what TourCMS does…..
Guido