Successful Crisis Management for Tour Operators
Nowadays, tour operators are increasingly in "crisis mode" due to the unstable geopolitical situations, the effects of climate change, growing cybercrime and numerous strikes. In order to overcome the associated challenges as smoothly as possible... read more
27.06.2024
Post Sales Service Excellence
Many companies, especially those with technical products, are currently experiencing strong sales growth. Where there is a lot of sales, there is also a lot of work involved in service (pre- and after-sales) - an aspect that is often neglected with... read more
07.03.2024
Sustainability in service
In the corporate context, the topic of sustainability usually focuses on the sustainable production of products and services. However, service can also use business models and initiatives to increase the sustainability of products and services and... read more
07.03.2024
Leading virtual organisations – managing complexity through dynamic thinking and action
An extension of the home office period currently seems likely due to the fourth wave of the coronavirus pandemic. At the same time, attempts are being made to motivate service units - at least in part - to return to the office. The challenges are... read more
07.03.2024
Modern key account management – additional challenges for the “multi-talented” key account manager
Key account management has changed significantly in recent years. The focus of this change is an even stronger customer orientation. This is necessary in order to better understand and fulfil the increasingly complex customer needs of key accounts... read more
07.03.2024
Venturing into digital business models – what are the success factors?
Experts have long agreed that the future belongs to digital business models. There are now also a large number of commercially successful digital business models, most of which also offer their providers and their customers additional benefits... read more
07.03.2024
Employees in sales and service units – preventing staff shortages and ensuring long-term employee retention
Despite advancing digitalisation, such as the use of self-service and bots, the number of contacts that need to be processed manually is increasing in many sales and service units. It should be noted that the enquiries that need to be processed... read more
07.03.2024
Optimising service provider management
Companies are increasingly using the support of one or more contact centre service providers to handle their customer/business partner contacts (please also read our articles on "Make or buy" and "Service provider selection"). When implementing... read more
07.03.2024
Spoilt for choice: Which contact centre service provider is the right one for my project?
When deciding on an outsourcing partner, you are usually spoilt for choice. The contact centre market offers a wide range of providers who can take over your customer contacts: Whether a global player vs. a purely local player, favourable off-shore... read more
07.03.2024
ITB Berlin Convention 2024: Program overview of the theme tracks
The time has finally arrived: On March 5th, the ITB Berlin once again opens its doors to the key players of the international travel industry. As in the previous year, they will discuss forward-looking industry topics over three days. This year's... read more
22.02.2024
Digital transformation and AI in the focus of the ITB Berlin Travel Hero video podcast
In the latest episode of the Travel Hero Videopodcast, presented by ITB Berlin, Dr. Markus Heller, managing partner of Dr. Fried & Partner GmbH, along with his colleagues from the ITB Berlin Board of Experts, Lea Jordan and Dirk Rogl, discuss... read more
14.02.2024
Company founder Dr Helmut Fried passes away at the age of 91
Obituary On 18 January 2024, our company founder Dr Helmut Fried passed away after a long and fulfilling life. Dr Helmut Fried founded "Marketingberatung Dr Helmut Fried" in 1968. With his vision, his flair for innovative ideas and his... read more
23.01.2024
Managing Email Overload in Customer Service
Email enquiries in customer service have increased significantly in recent years. In addition to other contact channels such as telephone and chats, it is increasingly becoming a challenge for employees to keep track of the flood of enquiries. In... read more
12.10.2023
Intensive political week for Dr. Fried & Partner in Berlin
In the function of the office of the National Platform for the Future of Tourism (NPZT), Dr. Fried & Partner was able to actively accompany the tourism policy process at the federal level. The week started on Monday with exciting preparatory... read more
08.09.2023
Implementing changes as part of New Work in sales and service departments
Everybody is talking about New Work these days, but how do managers deal with it best? How can the everyday working life be organized more flexibly for employees, yet efficiently at the same time? New Work describes the transformation of paid work... read more
18.07.2023
How to manage complaint handling more cleverly
Current crises like the Covid-19-pandemic, the war in Ukraine as well as geopolitical developments and climate change are causing a lot of companies immense problems in the production of goods and services. Thus, ever more customers are... read more
18.07.2023
Innovative and customer-centric airline feedback management
Long queues at check-in, flight delays, cancellations, and lost baggage, interfered with the air travels of many passengers in 2022. This was accompanied by record numbers of complaints to airlines - a test of endurance for customers, employees and... read more
15.03.2023
“Mastering Transformation” for Tour Operator, Travel Sales, Carrier and Cruise – Impressions of the ITB Convention 2023
Top-class stage guests, exciting industry insights, diverse perspectives and interesting discussions. On 7 March 2023 the time had finally come: the most important experts from the travel industry came together at the ITB Berlin Convention 2023 on... read more
10.03.2023
Tour Operator, Travel Sales, Carrier and Cruise: Program Overview of the ITB Berlin Convention Theme Track Led by Dr. Markus Heller
Finally, the time has come: On March 7th, the ITB Berlin Convention will open its doors again to the most important players in the international travel industry. Under the motto 'Mastering Transformation', they will discuss the future topics of the... read more
22.02.2023
„Make or Buy“? No easy decision when it comes to customer contact processing
Despite the progress of digitalization, the number of client contacts to be processed manually by staff is on the increase in most sales and service departments. At the same time, the customers‘/sales partners‘ expectations in terms of... read more
07.09.2022
How knowledge becomes a success factor in customer service
Customers have more and more channels and contact points at their disposal to contact a company's customer service. At the same time, service teams are increasingly working decentrally, for example at several locations or in home office, and use... read more
04.03.2022
Successful service automation means improving processes for the benefit of the customer
The automation of simple services offers broad advantages for customers as well as businesses. For example: the processing of service processes remains scalable, is immediately available around the clock and the processing results can be evaluated... read more
04.03.2022
Home office work: How can it be structured productive and fulfilling?
Do you also currently work in the home office? Are you only well aware of these or similar occurrences at work: Already in the morning your concentration level is at a minimum, your back hurts after sitting on dining room chairs for a long time or... read more
13.01.2022
Learnings for After Sales & Technical Support Units in Lockdown Times
The trends towards digitalisation of services and increased service quality in the support of customers/sales partners (hereafter referred to as business partners) already existed before the crisis. In the lockdown, employers and employees face... read more
13.01.2022
Workforce Planning – Balancing Customer Service and Profitability
Providing excellent service without losing sight of the company's profitability is a key challenge for managers of sales and service units. The success of the unit depends directly on the most accurate staffing possible because this influences not... read more
11.01.2022
Structured contact avoidance – actually the easiest way to optimise service
Most service organisations see their "core value" in providing the best possible solution to the requests from customers and sales partners that come in every day through various contact channels. Very few service organisations analyse the reasons... read more
04.01.2022
Sales representatives in the home office: Intensify customer service and secure customer loyalty!
Due to the repeatedly tightened hygiene measures caused by the “4th wave” of the Corona pandemic, work is again relocated to the home office as much as possible. Sales representatives can no longer visit their customers in person and are... read more
04.01.2022
Changes regarding employees and activities outside the tourism industry – blog series on the status quo of the industry development (part 5)
What is the current status quo of the industry development? The Corona pandemic has posed major challenges on the tourism industry worldwide. Therefore, Dr. Fried & Partner and the Travel Industry Club asked at the end of 2020 how things will... read more
06.08.2021
Is your customer service ready for the cloud?
More and more often, companies are replacing so-called on-premise systems (hereafter on-prem) with alternative cloud technologies. Cloud-based systems are also being used more and more frequently for the heart of customer service, the ACD system... read more
29.07.2021
Changes in customer approach, sales and marketing – blog series on the status quo of the industry development (part 4)
What is the current status quo of the industry development? The Corona pandemic has posed major challenges on the tourism industry worldwide. Therefore, Dr. Fried & Partner and the Travel Industry Club asked at the end of 2020 how things will... read more
19.07.2021
Changes in pricing and conditions – blog series on the status quo of the industry development (part 3)
What is the current status quo of the industry development? The Corona pandemic has posed major challenges on the tourism industry worldwide. Therefore, Dr. Fried & Partner and the Travel Industry Club asked at the end of 2020 how things will... read more
01.07.2021
Changes in products – blog series on the status quo of the industry development (part 2)
What is the current status quo of the industry development? The Corona pandemic has posed major challenges on the tourism industry worldwide. Therefore, Dr. Fried & Partner and the Travel Industry Club asked at the end of 2020 how things will... read more
17.06.2021
Changes in structures and processes – blog series on the status quo of the industry development (part 1)
Starting point: Scenario analysis at the end of 2020 The Corona pandemic has posed major challenges on the tourism industry worldwide. Therefore, Dr. Fried & Partner and the Travel Industry Club asked at the end of 2020 how things will continue... read more
02.06.2021
Designing telephone announcements professionally – The first impression of your company counts
Have you ever gone through the call process of your customer service from a customer's point of view? Do you know the phone prompts and what selections you need to make to get to your destination? If not, we encourage you to give it a try. After... read more
05.05.2021
A forecast in customer support: How to tackle the Herculean task
Delivering accurate forecasts of the workload in customer support can quickly become a Herculean task. If the actual workload is lower than expected in the forecast, the assigned employees are not being used to capacity. If the forecast is too low... read more
05.05.2021
Take the chance to declutter your „Kommunigramm”
Do you also find yourself in the situation that over the years your organisation has accumulated a large number of telephone numbers, fax numbers and e-mail addresses that are communicated to customers/sales partners? Do you and your customers/sales... read more
08.04.2021
Take advantage of the opportunities for virtual cooperation between your service units
Are you also confronted with the challenge of running regional/country-specific service units where the synergy effects of cooperation remain unused? Cooperation offers enormous opportunities in terms of mutual support in peak and off-peak times... read more
07.04.2021
Ministry of Economy publishes “Corona Paper” as part of the National Tourism Strategy project, led by Dr. Fried & Partner
In April 2019, the Federal Government of Germany decided on key points for a National Tourism Strategy. Thus, a corresponding project for the development of an action plan was initiated by the Federal Ministry for Economic Affairs and Energy under... read more
04.03.2021
The Tourism Sales Climate Index – January 2021
New year, new optimism - already towards the end of 2020, the Tourism Sales Climate Index recorded a slight upward trend. This trend is now continuing at the beginning of 2021. After last year caused immense damage, especially in the travel sector... read more
19.01.2021
Dr. Fried & Partner donates to the Reiner Meutsch Foundation FLY & HELP
The year 2020 is coming to an end, leaving deep traces but also a rich experience in all our lives. No one expected a pandemic that would bring the whole world to a complete standstill. Measures led to restrictions and isolation but also to... read more
21.12.2020
Scenarios 2025 – An outlook into the future of the travel industry
The Corona pandemic has posed major challenges for the tourism industry worldwide. Now the question is: what will happen in the medium run? What does the future of the travel industry look like and what are possible scenarios for the travel... read more
18.12.2020
Alternative courses of action – the recovery planning of German tour operators in the wake of the Corona pandemic – Part II
From the article "opportunities and learning experiences from the Crisis - Part I" - a schematic cycle model could be derived, which is intended to show German tour operators structured action alternatives for the Corona pandemic or also for other... read more
14.12.2020
Digitization of Customer Service in the Travel & Mobility Industry?
What is the current state of the travel & mobility industry in terms of customer service digitization? How did the digitization of customer service develop in the past five years? What are future plans of the companies regarding digitization... read more
18.11.2020
The Tourism Sales Climate Index – November 2020
While "lockdown light" and numerous risk areas are depressing the mood in travel sales in November 2020, the progress in the development of a vaccine, the persistent German desire to travel as well as the testing of new test concepts are raising... read more
18.11.2020
Vitalization, opportunities and learning experiences – this is the recovery planning of German group tour operators in the wake of the coronavirus pandemic – Part I
What does vitalization in consequence of the coronavirus pandemic look like for German group tour operators? With the beginning of the summer holidays and due to some travel relaxation, the business of German group tour operators was able to resume... read more
05.11.2020
Dr. Fried & Partner with a central role at the 19th European Tourism Forum
19th European Tourism Forum: “Future prospects for the tourism sector – ways to recover from the Corona crisis and to develop a robust tourism industry” Dr. Markus Heller moderated the four-hour virtual event with top-class panellists... read more
03.11.2020
Dr. Fried & Partner goes Scrum
In order to create maximum added value to projects and to act in different roles in the best possible way, the majority of consultants at Dr. Fried & Partner have been certified as Scrum Masters (PSM) and Product Owners (PSPO) since 2019. In... read more
01.10.2020
The Tourism Sales Climate Index in July 2020
Although the summer holidays started in almost all federal states in July and the Germans' desire to travel is slowly returning, the Tourism Sales Climate Index is still far below the previous year's level. Nevertheless, a slight upward trend can... read more
21.07.2020
Think Tank Sees Chances In Service Fees
The value of services and consulting is increasingly valued by consumers, according to the analysis of a "think tank" by the Travel Industry Club, which is supported by the management consultancy Dr. Fried & Partner. In addition, new... read more
17.07.2020
Quo vadis travel distribution – fvw online discussion
On behalf of QTA, Dr. Fried & Partner conducted an online survey on the topic of reorientation of travel sales with almost 6,000 QTA travel agencies. To present the partial results for the first time, fvw invited QTA's management team, including... read more
01.07.2020
The Tourism Sales Climate Index in June 2020
Despite further easing of the corona measures throughout Germany and the lifting of travel warnings and border closures for European countries, which have been foreseeable for some time, the mood in travel sales remains clouded. Although the Tourism... read more
17.06.2020
The Tourism Sales Climate Index in May 2020
Despite initial easing of the corona measures, the current mood in travel distribution remains highly negative. As in the last two months, the Sales Climate Index is still at an all-time low. Dr. Fried & Partner has been recording the mood at... read more
19.05.2020
QTA Initiative – The big online discussion about commissions
During the major online discussion on commissions on May 14, 2020, Dr. Markus Heller, Managing Partner of Dr. Fried & Partner, had the opportunity to discuss the model of collective agreements for stationary travel agency sales proposed by QTA... read more
15.05.2020
Vouchers as a second currency – Dr. Markus Heller in an interview with fvw
The situation of tourism is disastrous, especially that of travel agencies. They have sold and are now rebooking or processing cancellations - and largely without commission. But management consultant Dr. Markus Heller, managing partner of Dr. Fried... read more
12.05.2020
Seriousness and competence for the travel industry
The current situation poses unprecedented challenges, especially for the travel industry. Tour operators and distribution companies not only have to cope with revenue losses of up to 100%, but also have to make repayments that affect all links of... read more
24.04.2020
The Tourism Sales Climate Index in April 2020
The current situation in Germany and worldwide influences the sales climate in tourism more than in almost any other industry. In April 2020, the Sales Climate Index falls to its lowest point since its inception. All travel agencies surveyed assess... read more
22.04.2020
Intensify customer support out of the home office and thus ensure long-term customer loyalty!
Due to the exit restrictions your sales representatives were deprived of the possibility to visit customers personally. In the following you will find food for thought on what conditions you can meet for the time in your home office and how your... read more
01.04.2020
The Tourism Sales Climate Index in March 2020
The great uncertainty surrounding the COVID-19 virus is also reflected in the figures of the monthly Dr. Fried & Partner Tourism Sales Climate Index. For 15 years, this index has been recording the mood at the counter with regard to the current... read more
17.03.2020
The Tourism Sales Climate Index in February 2020
Since 2005, Dr. Fried & Partner has been collecting the monthly tourism sales climate index for you, which serves as an early indicator for the future development of sales of travel services. After the travel agencies had already started the... read more
18.02.2020
The tourism industry celebrates Globus Night 2020
touristik aktuell - the weekly newspaper for tourism professionals - presented the Globus Award to selected travel agencies and tourism service providers for the 11th time. The 2019 award winners were chosen on 30 January 2020 at the Globus Night... read more
04.02.2020
The package tour – model with a future?
At the TIC networking event "Package tour - model with a future", Dr. Markus Heller, Managing Partner of Dr. Fried & Partner, had the opportunity to discuss the future of package tours with industry experts Ralph Schiller (Group Managing... read more
30.01.2020
The Tourism Sales Climate Index in January 2020
The tourism year 2018/2019 closes with a two percent increase in turnover and overall the industry seems satisfied to have concluded 2019 well despite insolvencies and the climate debate. The question now is how the year 2020 will develop. Since... read more
21.01.2020
What is in store for the travel industry in 2020
A turbulent year lies behind the travel industry - and also ahead of it in 2020, believes tourism expert and management consultant Markus Heller. In the tour operator market, the cards are being reshuffled, digitalisation and discounts are causing... read more
14.01.2020
Dr. Fried & Partner donates to the Reiner Meutsch Foundation FLY & HELP
The year 2019 is slowly coming to an end and the contemplative Christmas days are just around the corner. Christmas stands for being together with family, contemplation, gratitude and charity. After a successful year 2019, Dr. Fried & Partner... read more
23.12.2019
Tourist Travel Agency 2025 – Dr. Markus Heller at the DRV Annual Conference 2019
On 11 December 2019, the second day of this year's DRV Annual Conference on the MS Artania in the Port of Hamburg, parallel specialist forums were held on topics such as climate protection and travel, tourism policy, technologies of the future and... read more
18.12.2019
The Tourism Sales Climate Index December 2019
The pre-Christmas period is perceived by many as stressful and between all the Christmas celebrations and general errands, some people find it difficult to find time to prepare for the holidays. Travel agencies' assessment of the current situation... read more
17.12.2019
The Future of Package Tours – Dr. Markus Heller at the DRV Annual Conference
Between the Elbe Philharmonic Hall and the fish market, the DRV Annual Meeting this year took place in a very special setting in the port of Hamburg. Here the MS Artania from the charter of the Bonn tour operator Phoenix Reisen was moored and served... read more
13.12.2019
“Mobility today and tomorrow – How railways, car manufacturers and others are redefining sustainability for themselves”
The Travel Industry Club invited to a networking event with keynote speech and subsequent panel discussion on this topic on 12 November 2019 at the Platzl Hotel in Munich. After a personal welcome by Vice President Tobias Klöpf, the evening... read more
27.11.2019
The Tourism Sales Climate Index – November 2019
In contrast to the previous month, Dr. Fried & Partner's Tourism Sales Climate Index again showed positive trends. The participating travel agencies are confident about both the current and future situation. Current situation 33.9% of the... read more
19.11.2019
22nd BTW Tourism Summit
On 4 November 2019 the 22nd BTW Tourism Summit took place at the Hotel Adlon in Berlin. A central topic this year was the tourism industry's confrontation with climate change, which was dealt with in a panel discussion with the renowned... read more
08.11.2019
Future impetus from the Travel Industry Club think tank
The Travel Industry Club (TIC) organised the second Think Tank Summit of 2019 on 29 October at the Radisson Blu Hotel in Frankfurt am Main. Dr. Fried & Partner actively supported the event. The professional and future-oriented exchange in the... read more
06.11.2019
Dialogue, transparency, sustainability: National Tourism Strategy enters second phase
Under the leadership of Thomas Bareiß, the Federal Government Commissioner for Tourism, the Tourism Advisory Board at the Federal Ministry of Economics and Energy (BMWi) has started the second phase of the development of a national tourism strategy... read more
28.10.2019
Then discounts make sense for companies – series on discounts part 3
While the first two episodes on discounts focused on the reasons for asking for discounts and avoiding them, this part is about discounts that help to increase profits. Dr. Markus Heller, managing partner of Dr. Fried & Partner, a consultancy... read more
24.10.2019
How to avoid Travel Discounts – series on discounts part 2
A decisive factor in avoiding discounts is the early discussion of the topic, whether as a salesperson on the hotel or airline side or as a travel agent in a travel agency. Management consultant Dr. Markus Heller of Dr. Fried & Partner provides... read more
23.10.2019
Management Consulting Dr. Fried & Partner at the Munich Marathon 2019
"He who has stamina is almost there." - Ernst R. Hauschka Not only excellent in consulting The team of management consulting Dr. Fried und Partner started this year with two relays at the Generali Munich Marathon on October 13. For the first... read more
23.10.2019
Why Customers desire Travel Discounts – series on discounts part 1
How do the insolvencies of Air Berlin, Thomas Cook or Tour Vital correlate with discounts? Well, they clearly show us the low-margin environment in which we operate and how close many companies in the tourism industry are to the brink of collapse... read more
22.10.2019
Tourism Sales Climate Index October 2019
The tourism sales climate index of Dr. Fried & Partner depicts a negative trend in October. On the one hand, the reason for this can be found in the fact that a slight decline in sentiment was regularly recorded in October over the past few... read more
15.10.2019
Dr. Markus Heller as Speaker at the TSS Annual Conference in Berlin
At the invitation of André Seibt, Managing Director of the TSS Group in Dresden, Dr. Markus Heller, Managing Partner of Dr. Fried & Partner, gave a lecture on "Changes in Travel Sales - Actively Seizing Opportunities" at the Annual Conference... read more
27.09.2019
Everything new is made by… September!
Dr. Fried & Partner is a well-known name for industry experts and has stood for reliability, individual advice and partnership at eye level since its founding in 1968. After more than 50 years in fresh orange, Dr. Fried & Partner now shines... read more
19.09.2019
Tourism Sales Climate Index September 2019
Even though travel agencies continue to perceive the 2019 booking year as weaker than the previous year, the slight upward trend in sentiment is continuing. Positive trends continue to emerge for September. On the one hand, the current booking... read more
17.09.2019
Tourism Sales Climate Index August 2019
After cautious optimism among travel agencies last month, the tourism sales climate index of Dr. Fried & Partner also shows a positive trend in August. Both in their assessment of the current situation and with regard to expectations in terms of... read more
20.08.2019
Tourism Sales Climate Index – July 2019
Finally! – This has probably been the thought of more than one travel agent in July. In the travel agencies, cautious optimism is shown with regard to the current booking situation. However, the expectations towards the coming months remain... read more
16.07.2019
Structural Changes in the German Travel Market – Part 5: Data
Against the background of the advanced interaction with data of the Big Five (Google, Facebook, Amazon, Microsoft, Apple), there is an urgent need for action in the travel industry as well as other industries. Thesis: In the future, data will... read more
15.07.2019
Tourism Sales Climate Index – June 2019
The entire industry is hoping for a last-minute year. So far, 2019 has not been able to keep up with the very positive estimates from the previous year, but at least with regard to the current situation, some travel agencies appear to become more... read more
18.06.2019
Structural Changes in the German Travel Market – Part 4: Travel Distribution
In stationary travel distribution, massive price changes are not expected on the basis of price parity. In online sales, on the other hand, consolidation and a change in the value added can be expected. Thesis 1: Stationary travel distribution will... read more
17.06.2019
The Tourism Sales Climate Index – May 2019
The mood among travel agencies remains depressed in May 2019 as well - the tourism sales climate index of Dr. Fried & Partner continues to fall this month. Cautious optimism can only be seen in the assessment of the future earnings situation in... read more
21.05.2019
Structural Changes in the German Travel Market – Part 3: Hotels
Even though larger domestic and foreign hotel chains are trying to gain market share in the German hotel market, in the medium term a supply market that remains fragmented can be expected and the agency portals are exerting increasing... read more
02.05.2019
Demographic Change and the resulting Opportunities and Risks for the Travel Industry
As part of the DRV area meeting of pillar E on April 11, 2019 at Dresden Airport, Stephan Haller, managing partner of Dr. Fried & Partner, on demographic change and the resulting opportunities and risks for the travel industry. Demographic... read more
12.04.2019
The Dr. Fried & Partner Team visits the Musical Amélie
Since February 2019 Amélie Poulin enchants Munich in form of a musical and takes the audience into their imaginative, bizarre and fabulous world. The team of Dr. med. Fried & Partner attended a performance at Werk 7 located in the trendy and... read more
10.04.2019
The Tourism Sales Climate Index – March 2019
The mood in travel sales was rather negative at the beginning of the year but mow optimism is showing up in March. Travel agencies think more positively about the current situation than in the previous month and expectations for the coming months... read more
20.03.2019
Dr. Markus Heller at the ITB Young Professionals Day
At the invitation of Tobias Klöpf, Lead of the Young Travel Industry Club, Dr. Markus Heller, Managing Partner of Dr. Fried & Partner, gave a presentation at the ITB Young Professionals Day on the trends and major topics of the travel industry... read more
12.03.2019
The Tourism Sales Climate Index – February 2019
The bumpy start in 2019, which was already apparent in the January Tourist Sales Climate Index, is now continuing in February. Travel agencies are assessing the current situation and the future situation more critically than in the previous month... read more
20.02.2019
Annual Kick-Off Event: Strategy Days in Garmisch – Patenkirchen
In the beginning of February, the team of Dr. Fried & Partner stayed at the Bayernhaus in Garmisch-Partenkirchen for strategy days as a kickoff event for the year. In beautiful winter weather the future orientation and common goals were... read more
12.02.2019
Travel Industry Club: Travel Technology Symposium 2019
Travel Technology Symposium 2019 moderated by Consultant Fenja Weberskirch Focusing on the topic "Human is the next big thing - machines become human", the Travel Industry Club and Accenture organised the seventh edition of the Travel Technology... read more
11.02.2019
Tourism Sales Climate Index – January 2019
The year 2018 showed an overall very positive balance in the tourism sales climate index but sales started with a subdued mood in 2019. Nevertheless, a slightly increasing proportion of travel agencies regard the current booking situation as good... read more
31.01.2019
“Booking is only the beginning” – Interview with Dr. Markus Heller in touristik aktuell
How much power will online portals have in the future? What will the future bring for commercial agent status? How will cooperation between tour operators and travel agencies change? Dr. Heller, managing partner of Dr. Fried & Partner, asked... read more
15.01.2019
Structural Changes in the German Travel Market – Part 2: Airline
The changes in the airline market are derived, on the one hand, from the general trend towards more individualized and data-driven sales and, on the other hand, from the separation of rigid production models. Thesis 1: Distribution models of legacy... read more
02.01.2019
Dr. Fried & Partner donates to FLY & HELP
"As you grow older, you want to discover that you have two hands, one for helping yourself, the other for helping others." - Audrey Hepburn Education is the chance out of poverty The closer Christmas comes, the more you think about things that... read more
20.12.2018
Structural Changes in the German Travel Market – Part 2: Airline
The changes in the airline market are derived, on the one hand, from the general trend towards more individualized and data-driven sales and, on the other hand, from the separation of rigid production models. Thesis 1: Distribution models of legacy... read more
14.12.2018
Structural Changes in the German Travel Market – Part 1: Tour Operator
Major structural changes will challenge the tourism industry and its players within the next five years. In the context of the comprehensive market study "Who wins? Who loses? An in-depth analysis of structural changes in the German travel market... read more
12.12.2018
General Data Protection Regulation and Package Tours Directive incur additional expense for travel agents and negative customer responses
This is determined by an online survey conducted by the Munich-based consulting firm Dr. Fried & Partner in cooperation with the IT system house CheckIT ETC GmbH via the tourism editor edutainment portal www.saisonCheck.de. For just over a... read more
22.11.2018
Tourism Sales Climate Index November 2018
The tourism sales climate index also remains above the previous year's level in November. The reason for this is mainly the positive assessment of the current situation in the distribution of travel services in travel agencies. With regard to the... read more
21.11.2018
Stephan Haller with a keynote on the “Digitalization of Customer Service” at the TurnFriendly Talk 2018
Digitalization Transforms Customer Service and Encourages Interaction What are the challenges for customer service? What opportunities do we have by acting proactively and professionally? And what are the requirements for companies? Stephan Haller... read more
05.11.2018
Tourism Sales Climate Index October 2018
Autumn is slowly catching on in Germany - and with the falling temperatures, the Tourism Sales Climate Index is also falling slightly. Nevertheless, it remains at a high level. After the tourist sales climate index has reached above-average... read more
29.10.2018
Dr. Fried & Partner at the Munich Marathon
"Whoever wants to move the world should first move himself" - Socrates With this motto, the team of the Munich based consultancy Dr. Fried & Partner started at the 33rd Munich Marathon as a relay. In contrast to 10 ° C and... read more
16.10.2018
Oktoberfest – “Hau di hera, samma mehra!”
The Dr. Fried & Partner Team at the Oktoberfest Visit 2018. This year's Oktoberfest was the 185th in history and had a staggering 6.3 million visitors. Including the Munich-based consulting firm Dr. Fried & Partner. Instead of the suit all... read more
04.10.2018
Dr. Fried & Partner celebrates 50th anniversary!
We have celebrated our 50th company anniversary on September 29, 2018 and we invited people who acompanied Dr. Fried & Partner over the past five decades. Relaxed and cozy, or how you would say in Bavaria: "Boarisch gmiatlich" it started with... read more
01.10.2018
Tourism Sales Climate Index September 2018
In September 2018, the Tourism Sales Climate Index is once again showing a positive trend. While expectations for the coming months remain subdued, the evaluation of the current situation increases noticeably. In particular, the developments... read more
24.09.2018
Who Wins? Who Loses? In-depth Analysis of the Structural Change in the German Travel Market
Far-reaching structural changes will pose major challenges for the German travel market throughout the upcoming years. The whitepaper “Who Wins? Who Loses? In-depth Analysis of the Structural Changes in the German Travel Market." ,is the sound... read more
14.09.2018
Tourism Sales Climate Index August 2018
The Tourism Sales Climate Index for August 2018 continues to show a declining mood in travel agencies. Both the assessment of the current situation and expectations for the coming months are slightly more negative than in the previous month... read more
24.08.2018
Tourism Sales Climate Index July 2018
After the Tourism Sales Climate Index has continued to outperform above average levels in recent months, the curve is slowly returning to "normal" levels. Expectations for the coming months remain positive. In July 2018, a total of 148 travel... read more
18.07.2018
Airline Distribution 2022
Airline distribution is set to steadily further evolve in the next three to five years. The whitepaper “Airline Distribution 2022” depicts the extensive change, the arising impact on the different market players and the need to accommodate... read more
29.06.2018
Dr. Fried & Partner at the TIC Networking Event “Higher, faster, further, smarter. All good Things come in… Data! “
Following the invitation of Selligent, on June 11, 2018, around 50 executives and tourism decision-makers met at the Munich cooking school by star chef Andi Schweiger. The networking event hosted by the Travel Industry Club (TIC) discussed the... read more
13.06.2018
Tourism Sales Climate Index June 2018
The survey participants are mostly medium-sized travel agencies who were interviewed regarding the sale of leisure travel. Since January 2018, there is no longer a separation between in-store and online sales, these data are cumulated due to the... read more
01.06.2018
Suck me Shakespeer – The Musical
Between schoolyard, sports hall and classroom On 12th of April, the Dr. Fried & Partner team visted the musical "Fack ju Göhte" which will be translated as "Suck me Shakespeer". The musical plays with a lot of industrial charm in the “Werk... read more
12.04.2018
Commissions and Product Range Policy – Dr. Markus Heller in an Interview with FVW
How can travel agencies confront decreasing commissions? What role does the product range play? And how relevant are own events? - Answers to these questions are provided by our managing partner Dr. Heller in an interview with FVW. Download... read more
28.02.2018
“Digitisation of the Travel Customer Journey” stirs the Travel Business
More than 40 decision makers in the travel and transportation industry accepted the invitation by Dr. Fried & Partner to the Travel & Transportation Summit 2017. This year, the topic "Digitalisation of the Travel Customer Journey" was the focus of... read more
21.12.2017
Travel & Transportation Summit 2017
The idea behind the Travel & Transportation Summit is to provide top industry managers with a platform to get to know each other and exchange views on specific subjects. On 24 November 2017, the topic "Digitalisation of the Travel Customer... read more
24.11.2017
Dr. Markus Heller in an Interview
What tasks do travel agency partnerships and franchise systems have to master in the future in the face of more intense competition? How can central offices withstand the increasing individualisation? These and other questions are answered by our... read more
21.07.2017
Digital change and how we deal with it
On 26 January 2017, our managing partner Stephan Haller held a keynote speech about “Digital change and how we deal with it” at the Globus Night 2017. In doing so, Stephan Haller called on travel agencies and tour operators to recognise the... read more
26.01.2017
Market and future development of airline distribution
In the context of the Lufthansa Travel Tech Provider Day on 25 January 2017, Dr. Markus Heller spoke about the key drivers of airline distribution (link to the current market study by Dr. Fried & Partner "Airline Distribution 2022"), highlighting... read more
25.01.2017