Issue link: https://read.uberflip.com/i/422436
26 | www.travelweekly-asia.com UOB Travel Planners What is the success strategy of UOB Travel? What keeps it ahead of the rest of the competition? UOB Travel has grown from strength to strength over the years because one, we have been able to develop exclusive travel deals and partner- ships with key travel players such as airlines and hotel partners and two, we have a close collaboration with UOB credit cards and banking segments to offer differentiated deals for customers. UOB is the only bank with a full service travel agency which has given the bank a competi- tive advantage. UOB recently redesigned its shop front. What is the rationale behind it and what led to it? The previous retail experience was over the counter. But as the travel business evolves, we want to offer a more personalised travel consul- tancy to our customers, hence the UOB Travel centre was re-designed to offer open spaces for discussions. The lounge area also has touch screens portals for clients to browse the latest travel promotions. The touchscreen portals are also avail- able in some of our banking halls in the city. What are the issues that keep agen- cies on the alert? The industry is highly competitive and fast paced. It needs to keep abreast of customers' evolving travel needs and industry trends. The increasing popularity of Internet as a channel of travel bookings has also transformed the way travel agencies work. Developing the right multi-channel strategy is key. Travel agencies need to be where their customers are, which means they not only need to be present on the street and on the Internet, but also through the fast growing mobile and social channels. another challenge traditional travel agencies are facing in their move online is to find the right mix in their online product and services offers. In order to make their online channel more profitable and alluring, they will need to include additional products such as hotels, (dynamic) holiday packages and flight related ancillary services like access to airport vIP lounges and fast tracks or priority boarding. Do you hire millennials? How do you manage to attract and keep them in your company? Travel is like the FMCG business - fast paced and very retail-based, a good training ground for millenni- als to develop various skills set in sales, marketing and operations. Good performers are also rewarded with incentive trips (we are in the BankInG On a UnIqUe COMPeTITIve eDGe Travel Weekly asia speaks to steven ler, senior vice President Head of Concierge, leisure, MICe, Product and Marketing UOB Travel Planners, to get the scoop on the thinking behind one of singapore's most successful travel agencies. The UOB team: More personalised travel consultancy to customers. AGENC Y STORY