Customer Retention Strategies to decrease Churn Rate in the Travel Leads Industry

Abstract

               Purpose - The case describes how Tripoto, a travel community platform for travel enthusiasts and travel agents, focused on creating retention strategies to satisfy the clients/travel agents and deliver quality leads to them through their online platforms, leading to a decrease in the churn rates

• Design/Methodology/Approach - The study aims to create the qualitative research through one on one telephonic interviews and detailed in-person interviews with the key persons of Tripoto, gauging their beliefs to continually sustain in a business dilemma. Subsequently, data collection of clients and their conversion and churn rates would be done while maintaining the confidentiality terms of the company, to understand the dilemma.


• Practical implications - The study will show the solutions implemented by Tripoto to decrease their churn rates. The study can be utilized by corporates or students to analyze the process of lead management and how the lead management can be made efficient to deliver quality


• Findings - Many companies struggle in efficiently managing the lead management system and Tripoto was one of them. The study reveals how an inefficient value chain, delivering leads to clients can cause high dissatisfaction among all the clients and leads to an increase in churn rate for the company


• Originality/Value - The study is original in nature and it provides the problems faced and solutions implemented by Tripoto.


• Article Classification - Case Study