Ctrip’s first quarter 2018 financials contain some impressive triple-digit growth figures, while chairman James Liang used the prepared remarks part of the earnings call to explain how Ctrip’s customer-centric approach is geared towards creating “not only the best travel service provider in China, but the best in the world.”
He acknowledged however that the focus on the customer might impact earnings in the short-term, a small but significant shift in that Ctrip’s execs have previously talked in terms of building market share as an immediate headwind on earnings.
Liang was very structured when outlining the theory and practice of Ctrip’s customer-centric philosophy to analysts on the call.
He started with the principles:
“transparency” – being upfront about price, service, cancellation policies etc “optionality” – making it easy for customers to cancel and opt out of products and services “consistency” – using tech to keep prices the same across different pages
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