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Wan LixinOpinion deputy editor of Shanghai Daily
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Ctrip.com innovations in 10 years
January 16, 2010, Saturday
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Print Edition
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SIX Sigma
As one of the first service companies to implement Six Sigma methodology in China, Ctrip has improved customer satisfaction by offering world-class service. To date, Ctrip has completed over 300 Six Sigma projects and increased its output by over 50 million yuan (US$7.3 million).
Integration of online reservation and call center services
By integrating online reservation and call center services, Ctrip has combined extensive online information with the convenience of the largest call center platform in Asia. Ctrip's CTI technology holds the leading position in China.
Ctrip Natural Disaster Relief Fund
In 2005, Ctrip established its Natural Disaster Relief Fund, the first in Chinese travel industry to do so. If its package vacation customers encounter unexpected natural disasters and suffer material damage, Ctrip will provide financial compensation. The fund holds about 3 million yuan.
Travel credit cards
In 2004, Ctrip partnered with China Merchants Bank to introduce China's first travel credit card. Next Ctrip cooperatively issued travel credit cards with the Bank of China and Ping An Bank, integrating Ctrip and bank resources. Over 3 million Ctrip travel credit cards have been issued.
DIY tours and package tour quality assurance
Ctrip is the first Chinese company to facilitate DIY travel planning, promoting a "do it yourself" attitude and helping customers create and enjoy their own customized travel experiences.
Ctrip defines expected service levels for all its tours in detail, including lodging, transport, restaurants, shopping stops and tour guides, and Ctrip pledges to its customers to live up to its standards.
Hotel review system
Ctrip has established an innovative new hotel review system, facilitating effective member-to-member interaction. Each member who has stayed in Ctrip member hotels is free to comment. To date, there are around 800,000 hotel reviews on Ctrip. These hotel reviews, along with 360-degree panoramic digital images of hotel facilities, e-maps and other features help customers choose the best hotels for their needs.
One Hour Express Ticketing
To serve last-minute travelers better, Ctrip launched One Hour Express Ticketing in 2006. Passengers can book tickets 60 minutes before departure by paying with a credit card. More than 350,000 people have used One Hour Express Ticketing.
Ctrip Vacation Package Experience Center
Ctrip has established Ctrip Vacation Package Experience Center at airports in Shanghai, Beijing, Chengdu (Sichuan Province), Hangzhou (Zhejiang Province) and Nanjing (Jiangsu Province), where customers can apply for Ctrip membership cards and book hotel stays, flights and vacation packages. Around 100,000 people have been served.
As one of the first service companies to implement Six Sigma methodology in China, Ctrip has improved customer satisfaction by offering world-class service. To date, Ctrip has completed over 300 Six Sigma projects and increased its output by over 50 million yuan (US$7.3 million).
Integration of online reservation and call center services
By integrating online reservation and call center services, Ctrip has combined extensive online information with the convenience of the largest call center platform in Asia. Ctrip's CTI technology holds the leading position in China.
Ctrip Natural Disaster Relief Fund
In 2005, Ctrip established its Natural Disaster Relief Fund, the first in Chinese travel industry to do so. If its package vacation customers encounter unexpected natural disasters and suffer material damage, Ctrip will provide financial compensation. The fund holds about 3 million yuan.
Travel credit cards
In 2004, Ctrip partnered with China Merchants Bank to introduce China's first travel credit card. Next Ctrip cooperatively issued travel credit cards with the Bank of China and Ping An Bank, integrating Ctrip and bank resources. Over 3 million Ctrip travel credit cards have been issued.
DIY tours and package tour quality assurance
Ctrip is the first Chinese company to facilitate DIY travel planning, promoting a "do it yourself" attitude and helping customers create and enjoy their own customized travel experiences.
Ctrip defines expected service levels for all its tours in detail, including lodging, transport, restaurants, shopping stops and tour guides, and Ctrip pledges to its customers to live up to its standards.
Hotel review system
Ctrip has established an innovative new hotel review system, facilitating effective member-to-member interaction. Each member who has stayed in Ctrip member hotels is free to comment. To date, there are around 800,000 hotel reviews on Ctrip. These hotel reviews, along with 360-degree panoramic digital images of hotel facilities, e-maps and other features help customers choose the best hotels for their needs.
One Hour Express Ticketing
To serve last-minute travelers better, Ctrip launched One Hour Express Ticketing in 2006. Passengers can book tickets 60 minutes before departure by paying with a credit card. More than 350,000 people have used One Hour Express Ticketing.
Ctrip Vacation Package Experience Center
Ctrip has established Ctrip Vacation Package Experience Center at airports in Shanghai, Beijing, Chengdu (Sichuan Province), Hangzhou (Zhejiang Province) and Nanjing (Jiangsu Province), where customers can apply for Ctrip membership cards and book hotel stays, flights and vacation packages. Around 100,000 people have been served.
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