Global Journeys operates various types of coach touring and river cruise all over the world, and the actual conditions and environment in destinations changes frequently. The changes may include the weather, the natural environment, the standards of consumption in one country or the travelling policies in that area and so on. However, many employers in Queensland may not know about those actual changes in destinations which are far away from Australia, such as Europe and China. Have you ever try to ask for some information or features of the destinations where you are heading to but the travel agencies know nothing about it? This really made me uncomfortable for joining the tour.
Thus, this week I am going to describe the wiki strategy of information sharing that may help Global Journeys to gain higher level of customer satisfaction and reputation and also maintain a good system of relevant information. Global Journeys can build a topic that focus on gathering the actual and local information in different countries. Externally, this page can allow both internal employees who are currently working in that destinations and also customers to write, change and comment the content. Existing customers are likely to comment on this page and share their experience and tips with Global Journeys, employees in Europe can post the actual location and environment when they are travelling to different places. This really helps Global Journey to create and expand its reputation, customer satisfaction and loyalty. Customers can easily find what they want to know in this topic also to post their feelings after travelled with Global Journeys. Internally, Global Journey should also create a corresponding topic for internal use, which can only be accessed by internal staff. This allows staffs to share the information that they do not want to publish, employees can also write suggestion for tours based on the changing conditions that they were aware of during trips.
Overall, Global Journeys can benefit from the strategy of sharing information in wiki to gain customer satisfaction and reputation. Wiki is a good platform that combines employees’ efforts, and achieve the effect of ‘one plus one is greater than two’. However, this is not the only one approach, for more information you can look at other blogs such as; Wiki inside and outside organization, Crowd-sourcing problems with wiki & Wiki and better brand awareness for Global Journeys.