Tuniu Com was founded in June 2006, 5438+ 10. At that time, Ctrip and E Long were already industry leaders, and the possibility of copying their models to win was slim. "In the online travel market, compared with the hotel air ticket booking service, there are very few reservations for travel routes, and fewer people play means fewer opportunities." Experts believe that although Ctrip and E Long have advantages in channels and product resources, they have established strong competitive barriers for the latecomers. Com is only engaged in tourist routes and deeply cultivates this market segment. It can integrate the tourism industry chain by applying the advantages of the Internet and serve customers through call centers and business operation systems.
Tuniu Com spent half a year to build the most comprehensive scenic spot library in China, and then made two interesting products, "road map" and "platter", and devoted itself to building a public * * * community for the exchange of "donkey friends" in China. With the increasing number of people gathered, Yu Dunde and his partners also found a clear business model after the founding of Tuniu.com for half a year: there are many travel agencies in China, and their travel routes are centralized and managed in different categories. Visitors can learn about the interesting tourist routes by visiting Tuniu.com, or consult the customer service in Tuniu.com, and finally complete the reservation. When tourists sign contracts with travel agencies, Tuniu. Com can get 3%-7% commission from travel agencies.
While satisfying customers, Tuniu.com has been expanding its popularity in various ways. Because of Tuniu. The important customer base of com is white-collar workers and has certain consumption power. Bidding ranking has become a battleground for Tuniu in online marketing. The main marketing skills of com. According to statistics, the online bidding ranking marketing expenses invested by Tuniu.com account for more than half of the total budget, while the marketing expenses consumed by traditional promotion methods only account for 30% of the total investment. Although the investment is high, the actual effect is very good. 2007 is the first year of bidding ranking marketing of Tuniu. com. Without accumulation and brand, it earned more than one million yuan, and 60%-70% of the tourists came from bidding rankings. In 2008, the consequences of bidding ranking marketing were more obvious, which brought nearly 10 million yuan of profits to Tuniu.
Of course, marketing alone is far from enough, and the constant pursuit of innovation ability goes further. Tuniu Com pays more attention to its own products and services. For example, a single tourist route product appeared before, but multiple products can appear at the same time, trying to let customers find the most convenient and fast route. Enhance the real-time update of network data to ensure that customers can clearly see the order quantity, latest orders, hot orders, old customer evaluations, etc. All the tourist routes, so as to provide reference for their own travel. At the same time, for the mixed tourism products, Tuniu. Com also established a return visit system to return all orders one by one to ensure the quality of service. All the return visit records are openly and transparently displayed on the website, scored according to the customer's evaluation in five items, and finally the satisfaction degree of each product is calculated, which is convenient for tracking the promotion quality and facilitating the subsequent customer's choice. The data shows that the overall satisfaction of customers has reached 95%.
It is its online travel service model that makes up for the blank of traditional travel sales model. Although there is no traditional travel agency store, it has a complete route, which is more intuitive and detailed than the "hotel+air ticket" model, and also has the advantage of cheap and affordable online sales. The rapid development of Tuniu.com in the past two years has won the favor of venture capitalists. On March 30th, 20 1 1, Tuniu.com was awarded Gobi Partner.
"Customer service satisfaction is still our greatest concern, so it is important to do something to improve the service level and customer satisfaction with our service." Tuniu.com said that the financing will be used to upgrade the call center, improve the business operation system, train business personnel, and research and develop holiday products and markets.
According to Analysys International, in the second quarter of 2009, the online travel booking market in China was about 840 million yuan, up 8.5% from the previous month and 13% from the same period last year. Tuniu Com, which achieved profitability and continued to grow, was also selected as the top 65,438+000 Asian technology innovation companies in 2009 by the internationally renowned investment trend magazine Red Herring.