Have Dog, Can Travel

MaritzCX

Lessons for engaging customer feedback programs from an international flight I recently traveled from India to the United States on Lufthansa Airlines with my dog Zuri. She was going to be alone for almost 24 hours, traveling in the cargo hold.

Travel 461

Gant Travel Goes the Distance with CXone

NICE inContact

Based in Bloomington, Indiana, Gant Travel specializes in corporate travel services for mid-size businesses. Its 81 agents handle a variety of travel reservations 24/7 — approximately 600 every month. While the company works hard to ensure that its clients’ trips are comfortable, cost-effective, and error-free, the customer experience it was providing needed to make significant progress to meet the same standards.

Travel 195

How Mobile Apps are Changing Travel in 2018

QuestionPro Audience

Experts are predicting 2018 to be the year mobile technology officially takes over travel. Gone are the days of making blind booking arrangements and hoping for the best, or using a travel agent. A good mobile app adds to the customer experience, and creates brand loyalty.

Travel 319

Have Dog, Can Travel

MaritzCX

Lessons for engaging customer feedback programs from an international flight I recently traveled from India to the United States on Lufthansa Airlines with my dog Zuri. She was going to be alone for almost 24 hours, traveling in the cargo hold.

Travel 260

Have Dog, Can Travel

MaritzCX

Lessons for engaging customer feedback programs from an international flight I recently traveled from India to the United States on Lufthansa Airlines with my dog Zuri. She was going to be alone for almost 24 hours, traveling in the cargo hold.

Travel 260

5 Essentials for a Happy Business Travel Experience

360Connext

I’ve been traveling a lot in the month of March. I’ve been thinking about what it means to be a business traveler (who happens to be a woman) on the road. I want all the coffee when I travel.

Travel 292

Travel Digital Customer Experience Benchmark 2019

Maru/Matchbox

The post Travel Digital Customer Experience Benchmark 2019 appeared first on Maru/Matchbox UK. Digital customer experience travel Travel and Hospitality VoC Voice of the Customer

All you need to know about your consumer rights and travel

Helen Dewdney

Are you on the right track with your Christmas train travel plans? All you need to know about the Package Travel and Linked Travel Arrangements 2018. How to complain about your train, airline, bus, tube, ferry or cruise. How to complain about buses.

CX Design Thinking in the Travel Industry, With Annette Höher-Bäuerle – CB64

Customer Bliss

Annette Höher-Bäuerle went from being internal legal counsel at the Thomas Cook Group to leading all of Customer Experience globally. Annette is the Group Customer Experience Director for the Thomas Cook Group. In 2015 she built up the new area of Customer Experience from scratch.

Travel 226

Travel Sector: How to Build a Winning Loyalty Program

Currency Alliance

First up: the travel & hospitality sector. Travel is one of the most venerable loyalty sectors – so it may surprise some that leading brands often approach Currency Alliance, asking for help to find additional loyalty partners. A world-beating program in travel.

Travel Customer Care Excellence, Informed by Social Listening

NetBase

When we talk about customer care, we now know we’re talking about the entire customer experience – not just isolated moments in-store, or when things go wrong. How does social listening impact customer care in one of the most experiential categories – i.e., Travel & Hospitality?

What Makes a Good Travel Review Experience?

Maru/Matchbox

The online travel landscape is changing. Travel brands, particularly online hotel agents such as Booking.com and Hotels.com, are coming under increasing scrutiny for so-called ‘high-pressure’ selling tactics. Instead, travel brands will need to rely much more heavily on other digital experience elements – such as reviews, photos, information and offers. Ensuring customer reviews are effective in influencing booking decisions is key to driving digital conversion rates.

What makes a good travel review experience?

Maru/Matchbox

The online travel landscape is changing. Travel brands, particularly online hotel agents such as Booking.com and Hotels.com, are coming under increasing scrutiny for so-called ‘high-pressure’ selling tactics. Instead, travel brands will need to rely much more heavily on other digital experience elements – such as reviews, photos, information and offers. Ensuring customer reviews are effective in influencing booking decisions is key to driving digital conversion rates.

How to create loyal customers and brand evangelists in the travel and hospitality industry

Up Your Service

Our previous blog post demonstrated the power of customer voice in an unsolicited book review from a technology industry guru. This post makes the same point, but for the travel and hospitality – one of the most traditional “service” industries on the planet.

Customer Experience: The Road Less Travelled

Maz Iqbal

Given the demands on my time I will be keeping this conversations short – at … Continue reading Customer Experience: The Road Less TravelledIt has been a while since the last conversation. First, I took time out for a month of holidays. And then in September I was asked to lend a hand in a CX centred next generation CRM and omnichannel programme.

Travel CX: 6 ways to create breakthrough experiences

Qualtrics

The bar is so high right now in the travel industry when it comes to customer experience. But with travel brands also having upped their CX game in the last few years, there’s so little room at the top for brands to differentiate themselves.

Deliver a First-Class Travel Experience with Conversational AI

Interactions

As traveling becomes more mainstream, these amenities may seem like a distant dream. But as we look at the customer experience as a whole in the travel industry, big improvements can be made to make customers feel more valued, respected, and happy.

The journey ends – Malvern Group travel company goes under

Helen Dewdney

Although relatively small compared to the big household travel names, it is thought that 53,000 customers have been or will be affected. What should you do if your travel company goes into administration and is an ABTA member? Look at your travel insurance which may cover you.

CX Apps Making Air Travel More Comfortable

Smarter CX

As fun and important as travel is, it’s also tough for the human body to weather. Research has shown that travel has the potential to impair coordination, gastrointestinal health, hydration, and more. Comfort optimization has the potential to be travel’s next CX wave. Anyone who travels moderately to frequently has likely experienced unforeseen delays due to unpredictable maintenance. Travelers with connecting flights are at high risk of missing them.

Omega World Travel Finds Innovative Solutions with Unified Cloud Platform

NICE inContact

billion in annual sales, Omega World Travel is one of the largest travel management companies in the U.S. Approximately 200 onsite and virtual agents handle corporate, government and leisure travel, making or modifying reservations, generating quotes and exchanging tickets.

Customer Effort: How to Make Things Difficult for Customers, by Premier Inn

ijgolding

This is the not the first article I have written about the subject of Customer Effort. On that occasion, Vauxhall provided the case study to bring Customer Experience ‘theory’ to life. It must be the customer’s fault.

The Importance of Customer Experience Culture in Hotel & Travel Industry

LiveChat

As you probably know, I’m nuts about customer service and great customer experience. I booked a really nice apartment whose owner was extremely rude, and a quite gross camp truck, whose owners delivered the best customer service ever! Customer experience

Hotels 115

Travel and retail customers demand self-service: will you answer the call?

Bold360

For travel and ecommerce sites in the months after New Year’s, bringing the right kind of traffic to your site can be tricky, and making the most of it is even harder. Address common customer service issues with self-service. Customer service customer service retail self service trave

Missed CX Opportunities in the Travel Sector

Kitewheel

When a business fails to communicate effectively, it creates a disconnect in the experience they want to provide and the one you as the customer have – this can be unsettling or frustrating. This is a missed opportunity to show the customer that you understand them.

Crash Course: 11 Terrible Customer Experiences In Travel

Currency Alliance

But with so much riding on travel for your customer – the cost of bookings, the early-morning starts, the importance or the fun of their trip – it’s a sector primed like no other to stoke their rage when things go wrong. Travel-Sick. “I Customer Disservice! “On

Hospitality Reviews: A Winning Marketing Strategy in the Travel Industry

Grade.us

Are the hospitality and travel industries beholden to hospitality reviews? There are plenty of companies in the hospitality and travel industry that don't have a strong review portfolio. Customers have sky-high expectations. These customers are more discerning.

3 Ways Conversational AI can help your Customers in an Urgent Travel Situation

Interactions

As the weather heats up this time of year, vacation is the top thing on my mind and I start to book my summer travels. In my experience, the major problems with booking travel happen at the worst possible time.

What Makes a Good Travel Review Experience?

Maru/Matchbox

The online travel landscape is changing. Travel brands, particularly online hotel agents such as Booking.com and Hotels.com, are coming under increasing scrutiny for so-called ‘high-pressure’ selling tactics. Instead, travel brands will need to rely much more heavily on other digital experience elements – such as reviews, photos, information and offers. Ensuring customer reviews are effective in influencing booking decisions is key to driving digital conversion rates.

The Startling Truth About Traveling With the Top 1%

Beyond Philosophy

These trends have led travel companies to rethink the experiences they offer to customers, especially the ones with lots of money to spend. It must appeal to a customer’s emotions and irrational decision making processes. Good memories improve customer loyalty.

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Three Travel and Hospitality Customer Journey Tracking Examples

Kitewheel

Travel and hospitality companies have a difficult job. But even these leading travel brands can do better. Forbes reported that Airlines have never risen above the bottom 20% of industries in terms of customer satisfaction ratings, even as J.D. Customer Journey Tracking Works.

How good is the digital customer experience from travel brands?

Eptica

Date: Wednesday, April 18, 2018 How good is the digital customer experience from travel brands? All of this has fundamentally reshaped the industry and put pressure on delivering a more efficient and superior, personalized experience to customers.

3 Ways Conversational AI can help your Customers in an Urgent Travel Situation

Interactions

As the weather heats up this time of year, vacation is the top thing on my mind and I start to book my summer travels. In my experience, the major problems with booking travel happen at the worst possible time. Customer Experience

Travel Customer Service – Keys to Success in 2018

StellaService

How to Achieve Excellence in Travel Customer Service in 2018. Last year, people traveling to and within the U.S. At the same time, travel customer service will be tested like never before. This is a big challenge for the travel industry.

How Important is Customer Service in Travel and Tourism?

Bold360

As the winter slips away and the days start getting longer and warmer, your customers start thinking about summer. Travel and tourism can be difficult areas for retaining customer loyalty, with websites set up exclusively to pit brands against one another on the best deals for hotels and rock-bottom prices on flights. The Qubit Future of Travel Report 2016 shows that investing in customer satisfaction can be equally as important as competing on price points.

New Industry Survey Focuses on Travel & Hospitality

COPC

TRAVEL CUSTOMERS HAVE THEIR SAY IN THESE KEY AREAS: CUSTOMER CARE EXPERIENCE, PURCHASE EXPERIENCE AND CUSTOMER LOYALTY. Full Travel & Hospitality Report Now Available! In this inaugural edition, travel & hospitality is the first industry in the spotlight. BUSINESS TRAVELERS: THEY TRAVEL MORE AND THEY EXPECT MORE. Compared to leisure travelers, business travelers take far more trips in any given year.

The lost suitcase – the sad reality of customer experience evolution

ijgolding

In 2018, the Customer Experience Professionals Association (CXPA) celebrated its 7th birthday. In 2011, the creation of the CXPA saw the competencies and capabilities practiced by those working in the field of customer experience as a profession for the first time.

Travel 270

3 Steps to Implementing a Stellar Customer Experience at a Startup

Customer Bliss

“Start by being humble and you will inspire your team to be humble,” says Denis Drossart , global vice president of Culture & Experience at Selina , about leadership behaviors enforced within this lifestyle, travel and hospitality brand.