How to Become a Member of
Signature Experiences
of Bosnia and Herzegovina Brand
The Signature Experiences of Bosnia and Herzegovina (BiHSE) brand aims to promote distinctive and unique experiences to the international travel trade and consumers. The below serves as a comprehensive guide outlining the eligibility requirements, criteria for selection, and obligations for providers seeking to be recognized as Signature Experiences under this brand for a period of two years to be renewed through a similar process that will be communicated 6 months before the agreement ends.
Eligible applicants can seek to register of one or more experiences under the BiHSE brand.
Eligibility Requirements
To be eligible for consideration under the Signature Experience of Bosnia and Herzegovina brand, applicants must provide the following documentation:
Registration and Authorization
Be registered and authorized to sell tourism products and experience in Bosnia and Herzegovina, with a minimum of one year (1) of experience in delivering such services services/experiences. This ensures that providers are established and operating legally within the country.
Safety Track Record
Demonstrate a clean track record with no legal or criminal incidents, accidents resulting in injury or death, and must comply with local health and safety regulations. Adhering to these regulations ensures the safety and well-being of both customers and providers. All providers must also have liability insurance to protect themselves and their customers.
Selection
Below are the criteria that will be considered as part of the application. Applicants must provide sufficient evidence for the below for Turizam to be able to assess:
Ownership and Control
Applicants must have full ownership and control of the experience they offer. They cannot act as agents or distributors for experiences provided by others. This ensures that providers have direct responsibility and accountability for the quality and delivery of their experiences.
International Experience
Applicants should have at least one year of experience in working with and selling to international tour operators directly or through local travel agencies. This demonstrates their ability to cater to the needs and preferences of international travelers. Applicants should also have at least one year of experience selling directly to consumers through at least one online channel (website, OTAs, or similar), showcasing their ability to engage with and serve customers directly.
Customer Service
Applicants must have a well-defined inquiries and customer service policy, including a clear cancellation policy. This ensures transparency and clear communication with customers, promoting customer satisfaction and trust in the provider’s services.
Marketing
Applicants must have a marketing plan and budget to execute it effectively. They should have a corporate website and/or online presence on social networking channels with detailed information on the experience, including rates, payment methods, booking and cancellation policy, and any additional services. This enables potential customers to make informed decisions and easily access the necessary information to book their experience.
Online Presence
Applicants must have a website and/or Facebook/Instagram page with clear call to action for sales, high-quality content, including images, text, and videos, that inspire travelers and describe the experiences provided, as well as a listing on one of 3rd party sales platforms. The online presence should allow travelers to make bookings directly on the website, and/or via an embedded form on Facebook and/or through 3rd party sales platforms. This facilitates convenient and seamless booking experiences for customers, maximizing accessibility and conversion rates.
Customer Reviews and Ratings
Experiences seeking recognition under the Signature Experiences of Bosnia and Herzegovina brand must exhibit a track record of consistently excellent customer reviews and high ratings on reputable platforms like TripAdvisor or Expedia. Providers are expected to demonstrate a commitment to customer satisfaction and showcase positive feedback from past travelers, which serves as a testament to the quality and value of their offerings.
Language
Proficiency in English is a vital requirement for providers participating in the BiHSE Program. It is essential for providers to have a minimum level of English language skills to effectively communicate with international travelers and ensure a smooth and enjoyable experience for all parties involved. English proficiency enables providers to engage in meaningful conversations, convey important information, address customer inquiries, and offer assistance throughout the booking and travel process. By possessing strong English language skills, providers can bridge language barriers, create a welcoming environment, and facilitate clear and effective communication, enhancing the overall satisfaction and positive experience of travelers engaging with the Signature Experiences of Bosnia and Herzegovina.
Sustainability: Applicants must deliver experiences that comply with sustainability standards, including being environmentally responsible, beneficial to the local community, respectful of local customs, and ensuring that no workers’ rights are violated. The Signature Experiences brand aims to promote responsible and sustainable tourism practices that preserve the natural and cultural heritage of Bosnia and Herzegovina. Providers must prioritize the well-being of the environment, local communities, and their employees in their operations.
Commitment
Approved applicants are required to sign a commitment to the following:
Support
Approved applicants must offer reduced or complimentary rates for travel agents familiarization tours organized by the USAID Turizam. Familiarization tours provide opportunities for media representatives and travel trade professionals to experience and promote the BiHSE. By offering reduced rates, providers contribute to the success of these tours and increase the program’s exposure.
Contracting and Payments
Approved applicants must respect the net rates negotiated with tour operators, agents, or a Turizam for the duration of the agreement. They should supply detailed pricing and program information at least 6 months before they start selling. Providers must also accept client vouchers as confirmation of payment for bookings in the event of business-to-business (B2B) sales. This ensures fair and transparent financial transactions between providers and their partners.
Concept Changes
In order to maintain consistency and ensure the highest quality of experiences offered through the BiHSE Program, approved applicants are required to communicate any proposed changes to their experience concept or content to Turizam. These changes must be submitted for approval at least two months in advance. This commitment to transparent and proactive communication allows Turizam to assess the proposed changes, provide guidance if needed, and ensure that the modifications align with the program’s objectives and standards. By adhering to this process, providers can maintain the integrity and authenticity of their experiences while upholding the program’s commitment to delivering exceptional and memorable moments for travelers visiting Bosnia and Herzegovina.
Code of Conduct
Approved applicants must adhere to the program’s contracting and payments code of conduct, ensuring fair and ethical business practices in their dealings with partners and customers. This promotes trust and integrity within the industry and enhances the reputation of BiHSE as a reliable and professional program.
Reporting
Reporting is a crucial aspect of the partnership between Signature Experience providers and Turizam within the BiHSE Program. Providers are obligated to provide regular reports on various key performance indicators, allowing Turizam to assess the program’s performance, measure its impact, and identify areas for improvement.
The following reporting requirements are to be provided on a quarterly basis:
Number of Bookings
Providers must report the percentage increase in bookings received through online channels, such as their website or other online booking platforms. This information helps evaluate the effectiveness of their online presence and assess customer engagement and conversion rates.
Collaborations with Agencies
Providers need to share the percentage increase in bookings made through partnerships with travel agencies. This data reflects the success of their collaboration with agencies and the extent to which they are able to tap into agency networks to attract customers.
Social Media Reach
Providers should report their social media reach, including metrics such as the number of followers, engagement rates, and reach of their social media posts. This information demonstrates the effectiveness of their social media marketing efforts and the level of audience engagement with their content.
Customer Feedback
Providers are encouraged to collect and report customer feedback, including ratings, reviews, and testimonials. This feedback helps assess customer satisfaction levels and provides valuable insights for enhancing the quality of experiences and services.
Marketing and Promotional Activities
Providers should provide an overview of their marketing and promotional activities undertaken during the reporting period. This may include details of campaigns, participation in trade shows or events, collaborations with influencers, or any other initiatives aimed at promoting their experiences.
Membership Renewal
- At the end of the initial two-year membership period, providers who have been recognized as Signature Experiences under the BiHSE brand have the opportunity to apply for renewal
- The renewal process is communicated by USAID Turizam six months before the current agreement’s expiration date.
- To maintain their membership status, providers must demonstrate ongoing compliance with the program’s eligibility requirements, selection criteria, and obligations. This includes showcasing a continuous commitment to safety, customer service, sustainability, and transparent business practices.