Customer Experience with Tourist Brands - New Challenges After Pandemia

Abstract

The research paper suggests some new visions and rethinking of marketing opportunities to manage the brand experience of customers in tourism based on contemporary marketing innovations in times of pandemia. The ongoing global pandemic crisis poses challenges to the future profitable and sustainable development of tourism business and in particular tourism brands. The revival of the tourist brand is based on the inevitable process of total digitalization of business and market processes on one hand, but on the other hand the living human touch with the brands and the relevant humanity of brands are becoming more and more demanding factors for success. Overcoming fears for travelling in the after pandemia tourist mind seems to be in alignment with the retrieval of the customer’s trust in the tourist brand. The transformations of tourism brands are still to come and the key to the successful completion is the new way of managing the customer experience.