Gant Travel Goes the Distance with CXone

NICE Systems

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 193

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

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.

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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.

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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.

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.

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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.

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.

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 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.

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.

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

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

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

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.

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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Trains, Pains and Automo-feels: Customer Experience During Festive Travel Time

Rant And Rave

Ah, the joys of travelling home for Christmas. Customer ExperienceBags loaded up with gifts. The warm glow of twinkling lights in the distance. The merry camaraderie and spontaneous carol-singing on the train….

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.

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.

JetBlue: Taking the turbulence out of travel

Bain

Imagine a business where customers regularly pay hundreds or thousands of dollars so they can wait in long lines, experience deep anxiety, be confined for long periods of time and be treated with little compassion or respect. For the most part, that’s air travel these days. Traveling with small children is a stressful dance. And every parent has experienced the messy, frustrating and embarrassing struggle of traveling with infants and toddlers.

Why Brands Must Capture Feedback from the Silent Traveller to Improve CX

Rant And Rave

The customer experience of booking a trip has changed big-time over the last decade. Long gone are the days of traipsing into a travel agent to book a flight. Customer Feedback

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.

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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.

Focusing on Customers: Lessons from Medellin

360Connext

The post Focusing on Customers: Lessons from Medellin appeared first on Customer Experience Consulting. Blog Customer Experience customer service Featured customer experience speaker Education microinteractions speaking travelI admit I was nervous.

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On Backpackers, Travelers, and the Customer Journey

Customer Interactions

​I am someone who loves travelling. On my most recent expedition to India, among the exotic sights, sounds and smells of the country, I noticed something about my fellow holidaymakers

Innovation in Online Travel Bookings: Get Inspired by Lufthansa

Susan Abbott

So the age of the plastic card is coming to a close, most likely, but I still thought this was a very customer-friendly innovation. How can you offer your own customers similar ideas? - I would have thought that online travel had pretty much matured, and it has.

Do WE Belong? Experience is Always Personal

360Connext

Experience is Always Personal appeared first on Customer Experience Consulting. Blog Customer Experience customer service Featured Microinteraction of the Month Opinion Review guest experience hospitality linkedin loyalty personalization travel travel experience

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Unhappy holidays? The state of UK travel customer experience

Eptica

The state of UK travel customer experience. Author: James Gladwish The internet has transformed the way we buy our holidays and flights, with the majority of people now booking all or part of their travel online. Date: Wednesday, June 8, 2016 Unhappy holidays?