Achieving competitive advantage through effective communication in travel and tourism

Reynolds Boateng (Host): Founder and CEO at Boateng Travel | James Kwarteng (Guest Speaker): Doctoral Student and Teaching Assistant, Department of Communication at University of Connecticut, USA.

Achieving competitive advantage through effective communication in travel and tourism

Reynolds Boateng (Host): Founder and CEO at Boateng Travel | James Kwarteng (Guest Speaker): Doctoral Student and Teaching Assistant, Department...

Oct 20 2025

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Episode Description

Reynolds Boateng (Host): Founder and CEO at Boateng Travel | James Kwarteng (Guest Speaker): Doctoral Student and Teaching Assistant, Department of Communication at University of Connecticut, USA.

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Podcast Takes

How can effective communication play a role in travel business reputation to attract and retain more customers?

Effective communication

Effective communication is all about ensuring there is clarity in what you are communicating to the receiver. From organisational point of view, effective communication enhances organisational reputation and credibility through trust. Thus, for example, to ensure that there is transparency in your travel policies and terms including cancellation policies, pricing, operations, and even your sustainable policies. Although it’s obvious that lots of customers can accept policies prior to their bookings without even reading and understanding your terms. To help customers, utilize social media platforms to educate customers about your policies and booking terms. Another key strategy to ensure customers are well informed about your travel terms and conditions or cancellation policies for example can also be through marketing promotions.

Personalised communication

Personalisation in communication is crucial because of the uniqueness it gives to customers. When personalising communication like emails to segmenting audience for example, this can play a role to attract and retain customers to other travel services or products. For example, using customers preferences to target them for different products or services, or using their historical bookings can bring them back. By knowing your customers with their preferences, you’re also sending a signal of care and attentiveness.

Social media algorithms can also be a massive contributor to send out personalised products or services to customers. For example, using social media platform for advertisement can allow you to reach out to also customers with the same interest.

Text in communication

Using text to update your customers about their bookings for example, can be effective and reachable way to meet customers’ needs during their travel processes.

Communication & AI

Difference between Argument (AR) and virtual reality (VR) and its application

AR is the existence of an active physical environment but argument by digital elements such as images or video. Whereas VR is when a physical environment is inactive but completely immersed in a virtual space. Both tools can help customers decision making when booking a hotel or even a country. Travel and hospitality businesses can embed these kinds of tools in their booking platforms like websites or mobile apps, to allow customers view a location virtually before making decision.