I mentioned Tuesday that YTB always has a number of blockbuster announcements during Coach’s Birthday Bash. Word has started to get out about some of the upcoming releases and the company isn’t wasting any time in getting out the good word.

Not only is the company gearing up for its annual Birthday Bash next week on January 11th – but a date has been set for another ZamFest party the last half of January – from the 17th to the 31st. (Also found on www.ZamZuuTV.com.) The theme for this party is geared around better health. With the New Year, we’re all thinking about New Year’s Resolutions. For many, that resolution centers on better health. To kick off the New Year, ZamFest is throwing resolutions out the window and focusing on solutions. We don’t just talk about improving our health; we’re actually doing it.

The company will close out the month with Carnival for a Winter Warm Up Sail-A-Thon January, 27 from 6:00 pm to 10:00 pm Central with some great deals to Europe and the Caribbean in 2011 and beyond. More information can be found here, or on BandBVacations.com during the week of the event.

Speaking of Carnival – sales are up. We know that because YTB Travel Network’s commission percentage went back up to previous levels. (You can find the percentages in your Travel Portal.) All the doom and gloom last year from the peanut gallery (minus the “pea”) was nothing more than hype. They never can figure out which way is up or even accurate. We however, told you sales were on the rebound, and based on this commission percentage increase – we were right on mark. Regardless of right or wrong, it never would have happened if our Agents didn’t take responsibility on their own and give a little more love to a great cruise line that has taken very good care of us over the years.

We didn’t whine about it – we actually did something about it to rectify the situation so that everybody wins. That’s the YTB way.

And lastly, you’ll notice a change in our air, car and hotel products.

Back when we first started with YTB, I remember a bidding war between Priceline and Travelocity for the privilege to host these products on our sites. Priceline was a good vendor for us then, but Travelocity wanted it more. A bidding war broke out between the two and what ripped Priceline off our sites and slid Travelocity in was a better deal for the Agents.

After a four year relationship with Travelocity, Orbitz has now taken over the huge influx of air, car and hotel bookings made through YTB Travel Network.

Orbitz Worldwide has replaced Travelocity Partner Network as the provider of air, car and hotel products and is now the exclusive provider for these commodity products on the YTB Travel Network booking engine. YTB Travel Network has also negotiated a contract with Orbitz Worldwide that, effective February 1, 2011, will include a commission on airline bookings while continuing the elimination of a service fee. Please see the updated commission rates in the Commission section of the My Account tab in the Travel Portal.

Commissions earned on air, car and hotel products will now be paid based on the date of consumption, not the booking date. The date of consumption is defined as the date of completed travel. Nothing new there – as it’s in line with how the rest of the industry pays.

Customer Profiles was a huge factor for years for the field and it looks like Orbitz came through for us here as well. The initial launch of the Orbitz Worldwide Customer Profile is coming in February 2011. The new profile feature will provide the ability to use a basic customer profile that will store the customer name and credit card. Later this year this feature will be greatly enhanced. The new functionality will allow:

• Storage and use of TSA-relevant information (including birth date) for booking
• Storage and use in booking of multiple credit cards
• Storage and use in booking of loyalty program information for Air, Hotel and Car

Other new features supplied by Orbitz are marketing and promotion which will also be rolled out during the year.

The Orbitz deal utilizes the NeatAgent application tailored specifically for traditional bricks and mortar travel agencies. According to their website “These traditional agencies provide comprehensive travel services for their clients in person or over the telephone and represent more than 60% of today’s travel distribution”.

In other words – when you read the hype from traditionalists – just know they use it too. Just tell them “Thanks for sharing” and get back to work. (An idea they may want to consider to rectify their own dismal existence.)

Speaking of traditionalists – they never dreamed YTB Travel Network would even see 2011. We were supposed to be long gone according to them. (Wishful thinking at this point.) YTB Travel Network is alive and well and as long as they let us – we’ll continue play the role of thorn in side. (It’s their choice after all – not ours.)

The way I see it – looks like YTB Travel Network is packing more powder to shoot more cannon balls across their bow to let them know we have absolutely no plans of going away.

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Two weeks ago, YTB Travel Network launched a  weekly webcast available from within its travel portal. What they created was travel training news show all about travel for travel agents.

Imagine that – a program about travel. It’s called “Your Travel Blueprint” and is YTB Travel Network’s very own news show created by our Travel Department for our RTA’s and Travel Agents.

If you’re familiar with ZamNuuz – you already know the type of format we’re talking about. Your Travel Blueprint however, is produced, designed, and segmented for travel tips, tricks, and valuable insight on how to build and grow your “travel business”.

Each week, beginning Thursday at 5:00 pm Central, 6:00 pm Eastern a brand new weekly program will be aired from the travel portal for our valued RTA’s and Travel Agents. The weekly program will then loop continuously throughout the week, giving YTB agents the opportunity to catch the show at their convenience all week long.

If you’re serious about building anything you need a blueprint – a plan. Your Travel Blueprint will bring content, vendor profiles, along with tips and tricks in a fun and easy way to give agents the tools they need to build a viable and profitable travel business.

You can catch the current episode of Your Travel Blueprint right now by logging into the YTB Travel Portal and clicking the logo to watch the show. A new show will air beginning at 5:00 pm Central, 6:00 pm Eastern tonight.

No more excuses – If you want to find out what’s going on with YTB Travel – this would be the place.

Your Travel Blueprint will not replace the YTB Travel Compass, the vast amount of content found in your back office in the media center, nor will it replace the weekly vendor webinars, FAM’s and Seminars @ Sea offered in the Travel Industry. Nor do we believe that [yet another] source of travel related information provided by YTB Travel is overkill.

YTB Travel Network always has – and always will be about “travel”. I know there are a few remaining stragglers who still can’t comprehend the distinction after all these years. (Giving credence to the quote “you can’t fix stupid”.) Truth is, YTB Travel Network took advantage of the huge paradigm shift from Brick and Mortar to Click and Order at the turn of the Century. Today, four of the top ten travel agencies are internet booking engines booking nearly $50 billion annually. It should also be noted that Expedia is now king of the hill, knocking off American Express and Carlson Wagonlit from a decade long hold at number one and number two.

As the travel industry continues to evolve and change – YTB Travel Network isn’t going to sit back on it’s heals and relish in our accolades or success – finding our own company in the middle of Travel Weekly’s Power Rankings. Always new. Always innovative. Always leading the way in how travel is sold and consumed that’s relevant to today’s changing market.

If you’re serious about selling travel and building your travel business – YTB Travel Network would be the ONLY place to offer this type of training and information on a weekly basis. (AND IT’S FREE!)

Folks, no other Host Agency does this – no other agency provides so many sources of training and information for its members. It’s why we believe YTB Travel Network is the best “host agency” out there – all you have to do is apply the information that’s presented in a format that’s best suited to you.

So go check it out now – and keep up to date with all the latest industry information and upgrades that will be coming your way with YTB Travel Network.

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I appreciate quality customer service. I’ve run into what syndicated radio and television host Clark Howard calls “Customer NO Service” far too many times – and simply won’t do business with companies who don’t offer the support I feel I deserve or require.

In my opinion, one of the companies that tops the list of great customer service companies is YTB. In the 6 years I’ve been with the company, I’ve always had superior service and support from the team at the Home Office.

What really gets me jazzed is the opportunity to meet the people I communicate with via phone and support tickets. The ability to visit with this dynamic team in person during Red Carpet Days, National Conventions, and other corporate events is a real treat for me because it gives me an opportunity to thank them personally for all they do for me during the year.

Customer Service can be very rewarding – or it can be a real drag. Much of what determines that outcome begins from the very top of the organization. If the Corporate Heads are upbeat and positive, that’s going to trickle down to the rest of the organization. Everyone I speak with in the Home Office always have a smile on their face, (and you CAN tell even when speaking on the phone) they’re always willing to help, and always gratefully, thanking me for contacting them.

This week, the Home Office is taking the time to celebrate and honor the Customer Service representatives at YTB/ZamZuu. Customer Service Week is a national event devoted to recognizing the importance of customer service and to honoring the people who serve and support customers with the highest degree of care and professionalism. In 1992 the U.S. Congress proclaimed Customer Service Week a nationally recognized event, celebrated annually during the first full week in October. The Home Office TEAM will participate in activities throughout the week designed to boost morale, motivation and teamwork and to reaffirm their commitment to a valued YTB/ZamZuu field force.

Coach posted something on his Facebook wall, giving us an opportunity to thank the awesome Customer Service staff we have and show our appreciation. Problem for me was there are so many there that have helped me over the years, I’m afraid that I might leave out someone who deserves it. So, I decided to do the next best thing, thank them all openly and publicly for my gratitude and appreciation for what they’ve done to help, support and teach me over the years.

It’s an honor every time I come in contact with any of them – be it support tickets, e-mail, phone, or in person. A true pleasure.

As a side note: The YTB Home Office will close from 11:15 am – 2:30 pm Central Time Friday, October 8, 2010 so that the Home Office team members can participate in the closing activities of Customer Service Week. They certainly deserve this time and recognition.

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Every challenge comes with an opportunity to learn and grow. Smart people and good companies take full advantage of such an opportunity while others – well…not so much.

Carnival has been an interesting “case study” over the last few years. The various challenges the with rising fuel prices and the eventual recession that followed keeping more people at home, Carnival has managed to handle the adversity very well with a willingness to make tough choices, and the ability to rethink and transform their operations to streamline their business and continue to turn a profit.

Automation has played a key roll in Carnival’s transformation and ability to remain “The Most Popular Cruise Line in the World”. It’s not that you couldn’t book and manage clients through Carnival’s agent portal prior, but much of the “call center” activities that lingering old timers have known for years is now gone. (And they’re visibly upset – as usual.)

Early Saver, Pack & Go and Interline Rates have been handled via automation for a while now. Resident Rates, Senior Promotions, Military Rates and Travel Agent Cruise Sales recently went into automation mode August 1st. With so many new features now handled online only, Carnival decided to streamline their Agent Portal for ease of use with a totally new agent portal called GoCCL.com.

GoCCL was created with the Agent in mind, making it easier-to-navigate, more information than ever before, and it’s even Google-search-powered. The end result helps agents speed up the sales process along with some innovative and creative tools to help market to clients and prospects.

Carnival focused on these key areas:

• Improved design and organization – Carnival took all the constructive feedback and designed GoCCL.com around the concept that the right tool is only one-click away. You’ll always be ready when your customer is.
• The right information – when you need it. Now, there’s no more searching around the portal for information you need. GoCCL.com features a completely redesigned Resource Center that gives you lightning-fast access to a comprehensive library of sales programs and product information. Finding the right link is a breeze with GoCCL’s Google-powered search engine.
• Booking Tools – Create and manage reservations, access FunShipPay and verify Guest Document Status.
• Marketing Tools – It’s the one-stop place for all of your marketing needs, including the updated Ad Wizard, eBrochures, Collateral Ordering Tool, Brand Center, Fun Itineraries – as well as our Carnival Fun Tees!
• Training – Explore informative training videos, exclusive Webinars and learn more about how to advance your business at CCL University. You can also browse schedules and register for executive conferences, exciting shipboard events and our signature “Funtastic” Fam Weekends.
• Resource Center – This is the place to get all the information you need. You’ll find Carnival news and updates, FAQs, forms and policies, and Carnival products and program details. Be sure to check out our value-packed Knowledge Center: a great reference resource with facts about Carnival procedures, ship and port information – and much more.
• Specials – Get the scoop on Carnival specials, Early Saver fares, promotional programs, featured specials and other great deals for your clients.
• News and Alerts – The home page news ticker displays Carnivals latest news and important advisories and remains visible throughout the site.

The GoCCL portal is a state-of-the-art sales and marketing tool that will not only keep Carnival number one, but possibly widen the gap as new agents embrace the technology that’s available today. From the looks of it, it will make sales and marketing faster, easier, and more powerful than ever before.

If you look back over this blog and all the articles we’ve written about Carnival over the years, you’ll see that change is in fact a good thing. It’s not about being broken or unproductive – it’s about tweaking and moving forward in today’s fast paced and information rich environment with more opportunities than ever before. Reminds me of another “business model” that’s near and dear to our hearts. (And we’ve documented plenty about THAT topic here too!)

So go check out GoCCL.com. I think you’ll like the upgrade once you come aboard!

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In my short five years in the Travel Industry there’s one thing that I’ve come to not only know, but expect from traditional Travel Agents:

They absolutely LOVE to complain.

In all the industries, all the companies I’ve worked for during my adult life, I’ve never seen an industry so quickly drawn to anger and criticism the way Travel Agents are. It’s no wonder so many of them have gone out of business. Currently, with two thirds unable to show a profit last year, one might suggest that a bit more focus on their own business would be in order – rather than spending time and energy on someone else’s.

Not Travel Agents. They relish the role of victim and have an uncanny way of finding something to complain about – even if it’s a half a world away.

I first caught wind of this iTrek story and promotion in Australia called “The Travel Agent Is Dead” at the beginning of the month. I didn’t think much of it, nor was it “news” to me by any means.

As we’ve come to expect, the industry can never let anything go. Quite the opposite. Since the initial story posted on March 8th, there have been numerous other articles on the progress, compounded with more bickering back and forth within the community.

As a result, more heals are being dug in on both sides of the fence that only heightens the hostility and anger – now almost a month old.

There soon appeared to be a tie with Travel Guard in this developing story, in which they proceeded to do some major backpedaling in order to save themselves from the wrath of the Travel Agent community. If you’re wondering how Travel Guard got mixed up in this mess half way around the world, they do some of the underwriting for iTrek. Enormous pressure (and blame) was bestowed upon them in order to “fix” this promotion once and for all.

After all the dust settled, I’m reading Travel Agent Central yesterday only to find that iTrek has decided to move forward with the promotion. While putting an end to the gala affair they initially planned for this promotion, they’ve decided to move forward with the film competition and prize awards, however, on a much smaller scale. We found this on their website home page.

THE RUMOURS ARE TRUE.

Unfortunately “The Travel Agent Is Dead”, is dead. The competition has come to a tragic and premature end due to the unprecedented hostile response from Travel Agents in both the USA and Australia.

There has been a biblical over reaction by Travel Agents to this marvelous competition. The pressure that was put on our Underwriter to withdraw support for this competition was of the highest degree and due to this relentless onslaught we are unable to continue with the campaign.

Biblical overreaction. Sound familiar? You bet it does!

I’ve seen far too many “relentless onslaughts” from this community over the years, to the point that it makes me sick to my stomach that we actually work in the same industry. It’s not only appalling; it’s embarrassing to see grown adults react in this fashion.

And that will eventually be their downfall – they “react”, they never “respond”.

And there is a difference.

In my humble opinion, Travel Agents as a whole need to get a spine and start promoting their value – rather than attacking and condemning everything that appears to stand in their way. It’s gone past the point of sad to the point of absurd. You just can’t get anywhere effectively by doing this type of bickering. With every problem lies a solution, but most can’t get out of the way, due to the emotional outbursts we see all too often. None of them ever appear to take the time to look at more effective ways to respond to any given situation.

Look at YTB. Sure, the hostility and public shame has driven some away, but our company as a whole is much stronger and far more resilient than they ever imagined. That’s the nature and the beauty of the Direct Sales and Network Marketing model. There’s power in our numbers, and no two people are going to perceive or respond exactly the same way. In stark contrast to the Travel Agent community, our industry spends far more time looking for opportunities to advance and improve – not blatantly attack and tear down.

In their defense, nobody likes being called a dinosaur or worse – dead. They see evidence of things changing around them every day. Look at the Travel Weekly Power List. Four of the top ten companies are on-line Agencies, producing a combined $45 BILLION in sales without any need or want for their fine services, which they proudly hold near and dear to their heart. And they should be proud of what they offer. Likewise there is a market for their fine customer service and support.

The problem as I see it comes from the heart – instead of using their heads. As a result, the emotions elevate and compound each situation instead of finding an applicable resolution that most everyone can agree on.

Produce another competition here in the U.S. for all the reasons why you actually need a Travel Agent. (Without any need or desire to even speak of iTrek.) With all their years of experience I’m sure there are some wild stories that could be told. Real horror stories and how they came to the rescue and aid of long time clients they’ve helped over the years. Not only could it be extremely informative but down right fun to watch if done in the proper spirit. And by proper spirit – I mean in a way that I’ve heard them talk for years – a Travel Agent is your partner – a Travel Agent is your friend – a Travel Agent is there to build a relationship with you. It’s the only way a Travel Agent can offer the perfect vacation or travel experience.

All features you just can’t get from a web site – bits and bytes simply can’t compete in that regard.

Promote your features, advantages – benefits as to why your worth every penny, while at the same time saving your clients valuable time and money.

What a novel idea.

Instead…what we see is more anger, with more fingers being pointed – this time from across the globe. All that does is push potential clients away. What’s even more amazing to me is their anger is directed at a company that the average American has never even heard of until Travel Agents decided to make a stink. Now, not only do more people know about them, but iTrek actually won more promotional leverage in a market that’s very keen on saving every penny they can. Based on what I’ve seen, who would want to work with a hostile and angry Agent like the one iTrek described? You couldn’t pay me to book with some of these “professionals” at this point.

At this rate and with their attitude, they will be dead when it’s all said and done.

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With YTB’s Sail-a-thon going currently running with Carnival Cruise Lines until December 5th, I can’t think of a better plug to promote the value of this cruise line. I’ve kept a close eye on our friends at Carnival over the years. Not only has this cruise line been a family favorite for cruising over the years, but I’ve also kept tabs on how they’ve been able to maintain and grow their fleet of ships. While the line has grown over the years, they have also refurbished a number of the older ships to keep them up to date with today’s growing market.

There’s a reason why Carnival is called “The Most Popular Cruise Line in the World” – and Porthole Cruise Magazine just gave the line eight more awards in it’s latest edition to help it maintain this title. Ann Sedgwick is obviously extremely excited about these honors and forwarded the press release to her list this weekend.

Here’s the release for you to not only read, but offer to clients about the value of cruising with Carnival Cruise Lines.

CARNIVAL WINS EIGHT PORTHOLE READERS CHOICE AWARDS, INCLUDING BEST VALUE, BEST ENTERTAINMENT AND BEST CHILDREN’S PROGRAMS

Line Has Earned Unprecedented 109 Awards Over Past 11 Years – Most In Cruising

MIAMI (November 20, 2009) – Carnival Cruise Lines, the world’s largest cruise operator, took top honors in eight categories, including Best Value, Entertainment and Best Children’s Programs, in the annual Readers Choice Awards sponsored by Porthole Cruise Magazine, the leading consumer cruise magazine.

The awards are based on surveys of Porthole readers who rated their favorite cruise line in a wide variety of product- and service-related categories.

Since the awards were established in 1999, Carnival Cruise Lines has garnered 109 individual honors – the most of any cruise line during this period.

Carnival’s 2009 Porthole Readers Choice Awards include:

• Best Value for the Money Line
• Best Children’s Programs
• Best Entertainment
• Best Shore Excursions
• Best Megaship (Carnival Splendor)
• Best Mexican Riviera Itineraries
• Best Theme Cruises
• Best Web Site

“To be recognized by consumers as the top cruise choice in so many different categories, particularly in areas such as children’s programming, entertainment and value, which are core elements of the Carnival vacation experience, is a truly wonderful honor,” said Ruben Rodriguez, Carnival’s executive vice president of marketing and guest experience.

Added Bill Panoff, publisher and editor-in-chief of Porthole Cruise Magazine, “Carnival Cruise Lines appeals to many different cruisers for many different reasons, which is why our readers continually vote them the best in several categories. From ships to onboard amenities to itineraries, the line continues to be a market leader and I congratulate them on their wins.”

Carnival Cruise Lines is the largest and most popular cruise line in the world, with 22 “Fun Ships” operating voyages ranging from three to 12 days in length to The Bahamas, Caribbean, Mexican Riviera, Alaska, Hawaii, Panama Canal, Canada and New England.  The line’s newest ship, the 130,000-ton Carnival Dream, made its U.S. debut earlier this month.  Carnival also has one new ship on order, the 130,000-ton Carnival Magic, which is scheduled for delivery in 2011.

For additional information and reservations, contact any travel agent, call 1-800-CARNIVAL or visit carnival.com.

###

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Did you feel that? It’s the winds of change.

The NEW YTB booking engine came as an early Christmas present and the upgrade is now official in the US. You may or may not have heard about this and I’m only too happy to update you on advancements and upgrades from the folks in Wood River, Illinois, YTB Travel Network.

I’m sorry to inform some that “Being Powered by Travelocity” is no more. Our new platform is being serviced by Convergentware, out of Canada. (Thus why the beta testing was being done there.) While the relationships we had with both Priceline in 2005 and 2006 and World Choice (Travelocity) in 2007 and 2008 were extremely beneficial in helping the growth of our company, it’s clearly time to step up and not only own the client information, but provide better services to these clients via customer profiles.

Travel Agents are typically connected to one or more GDS systems. Today, travel content can be found outside of the GDS’s and directly via supplier websites or via direct links to suppliers’ back-end systems. (Which YTB is currently working on with its growing list of suppliers and vendors as these vendors create their own infrastructure to do so.)

This new product with Convergentware not only represents multiple GDS systems, (Global Distribution Systems) but they also seamlessly combine such GDS content with non-GDS content such as Web fares, Charter fares and Consolidator fares into one interface. There are air, car, hotel, insurance, tour, cruise and net fare modules for both client and business environments.

Convergent CRS Gateway is a back-end Centralized Reservations System (”CRS”) that is capable of searching and integrating data from the following five environments:

1. The Global Distribution Systems (“GDS”) such as Sabre, Galileo and Amadeus;
2. Travel suppliers directly via Application Programmer Interfaces (“API”);
3. Travel supplier Web sites;
4. GDS New Entrants (”GNE’s”) such as ITA Software;
5. Specialized or customized content via Convergent Publisher.

Convergent CRS technology is a global leader in automating these environments for the entire front-office to back-office reservations process which involves searching for relevant travel content, managing and attaching customer profiles to a particular reservation, and then book all the individual components of a travel reservation, including, but not limited to air, car, hotel, cruise, insurance and tour packages, ticketing specific components of a travel reservation that require ticketing in conjunction with reserving space such as air bookings.

Another nice feature I’m thrilled about is creating integrated quotes, itineraries and/or invoices regardless of where the travel content comes from. I can create and send a complete quote to a client and if they like what they see, all the client has to do is log in and pay for the trip I created for them.

How cool is that?! Talk about customer service.

The Convergent CRS Gateway powers all Convergentware front-end products such as Convergent Online and Convergent Professional. Add the power of Convergent Publisher, with its specialized content, contract and inventory management capabilities, and the Convergent CRS Gateway transforms into the leading customizable, centralized reservations system in the world. (Sorry, no more “gleaning” of travel bookings.)

Hang on…it gets even better.

You heard about the Worlds Largest Travel Party last week with the Worlds Most Popular Cruise Line in the World. This format was just a glimpse of things to come with MONTHLY Travel Party’s all across the country featuring suppliers and destinations each and every month that clients can not only book for themselves, with a Best Price Guarantee, but clients can also register themselves for monthly sweepstakes featuring a free vacation to one of these exotic destinations. Sweepstakes will range from 3-5 day weekend getaways, a 7 day all inclusive, or up to 14 days of bliss at an exotic destination that can be won only from the fine folks at YTB each and every month.

If you have not done so yet, I would highly recommend you subscribe to the Weekly Steals & Deals. (Found at the bottom right hand corner of our Booking Engine.) This is your first step in creating a customer profile and getting yourself registered for these sweepstakes. When you hit our web site, simply register with e-mail and password, and the Convergentware system will keep track of frequent flyer numbers, passport information, home/office and billing information, and other traveler information that you’ll only have to input once as the CRS does the rest.

By the way, are you as tired as I am over these “other companies” who send specials from Chicago to San Diego when YOU live in Atlanta? No longer a problem with YTB Travel Network as Convergentware Publisher will only find specials from your specified city in your customer profile. I don’t know about you, but I’m not all that interested in flying up to Chicago or finding that special to San Diego isn’t all that special from Atlanta.

And some have the audacity to claim we’re not serious about selling travel.

Hard to fathom, I know. But this is just the beginning. As other vendors and suppliers create the backbone to connect with this new platform, you’ll see more and more offerings and ways to combine great travel deals with the best prices, from one incredible travel agency.

And the cost to either RTA’s of YTB or customers for this advanced booking system?

Not a penny more. (In fact, it’s on sale right now.)

Congratulations YTB. You’ve proven yourselves to be a true innovator and leader in the Travel Industry once again.

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