How to Draft Effective Customer Satisfaction Survey Questions for Hotels & Tourism


Hotels and tourism simply wouldn’t exist without the positive perceptions of the people who use them. In hotels and tourism, reputation is what powers continued business success.

Cuba: A Tourism Conundrum

Think Customers

Several of my friends just returned from a trip to Cuba and I've been reliving their adventures in Havana and Santiago through photos. Leisure travel to Cuba from the U.S. is still banned, but my friends were able to enter the country through the "people-to-people" program in which visitors interact with Cuban citizens in cultural activities. There’s more… To read the rest of this blog posting click here or visit Customer Experience Marketing homepage

How Important is Customer Service in Travel and Tourism?


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. When it comes to the personal side of things, big data ensures that the sky really is the limit to dazzle your visitors and create enviable customer service in travel and tourism. Customer service in travel and tourism clearly needs to follow your customer wherever they might be.

The ultimate report on Millennial customers: Gen Y attitudes and their impact on tech, finance, media and other major industries

Vision Critical

Business Strategy Customer Experience Employee Engagement Innovation Marketing Research CPG finance FMCG health care Media & Entertainment retail technology travel and tourism

How Priority Health, Southwest Airlines and The Ohio State University approach customer experience

Vision Critical

Customer Experience health care education Customer Intelligence Summit travel and tourismBuilding a CX program that delivers ROI requires identifying the moments in the customer journey that actually matter.

BLT | 28.2.-4.3.2018

Happy or Not

February 28 – March 4, 2018 | Lisbon, Portugal Portugal is ultimately a country oriented towards Tourism. BTL is the benchmark for the National and International Tourism industry. Events tourism

How to give your family and your wallet a holiday

Helen Dewdney

As the school holiday season approaches many of us turn our thoughts to warmer climes and getting away from it all. But with a long heatwave predicted for the UK how about holidaying here, supporting the UK economy and catch some good deals along the way.

Travel Trends of 2018

QuestionPro Audience

Amid low unemployment rates, travel and tourism is still one of the world’s fastest growing sectors, with bookings hitting close to $1.6 trillion in 2017 , and expected to continue to grow in 2018. Did you take a summer getaway this year?

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Experience Delivery = Quality Products + Service Excellence + Empathy

Michelli Experience

I am blessed to be attending the gala Singapore Experience Awards as a guest of the Singapore Tourism Board. I was asked earlier in the year to serve as a judge to help determine the best experience providers in Singapore. As you likely know, I am a fan of this uniquely special city/state and truly

Summer Travel Trends: The Who, What and Where

QuestionPro Audience

INTERNATIONAL TOURISM. While international tourism is growing at its fastest pace in seven years, the U.S. Planning a summer getaway this year? Then you’re part of the 56% of Americans who plan to take a vacation during the upcoming summer months.

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How Iceland 'Gets' Frictionless Experiences

Think Customers

Although it was a short trip, it gave me a glimpse into a well-oiled tourism engine that companies should aspire to. Hospitality and travel companies could learn a lot from Iceland in terms of creating a frictionless guest experience.

Do ‘captive customers’ deserve customer service excellence?


Don’t they understand that every country and city must compete for investment, for tourism, for immigration and retention of best talent, for improving the quality of life? A government employee questioned whether my service teaching had any value for his department.

John Paul names Frédéric Martinez as CEO EMEA

John Paul

His knowledge of the challenges in the tourism and finance sectors as well as the richness of his career will strengthen the group and its teams.”. “I

Amazing Business Radio: Josh Liebman


With more than 12 years of experience in the Hospitality, Tourism, and Attractions Industry, Joshua specializes in guest experience training, feedback analysis, mystery shopping, and quality assurance consulting. Josh Liebman Encourages Running Toward Complaints, Not Away From Them.

Guest Blog: How to Get the Most from Seasonal Customer Service Employees


The financial services, insurance, tourism, education, and hospitality industries all rely heavily on seasonal staff to meet peak demand. This week we feature an article by Joel Gottesman who shares tips to ensure that seasonal employees provide an excellent customer experience.

Do ‘captive customers’ deserve customer service excellence?


Don’t they understand that every country and city must compete for investment, for tourism, for immigration and retention of best talent, for improving the quality of life? A government employee questioned whether my service teaching had any value for his department. After all, he reasoned, why bother providing customer service excellence to “captive customers” who have no choice? I’ve got many answers to this loaded question.

What Is AR or Augmented Reality Technology?

Smarter CX

Automotive, military, healthcare, education, telecommunications, retail, real estate, tourism, advertising – you name it. The sky is blue. The grass is green. AR (augmented reality) is the next big thing.

Favorite Customer Service Providers of the Year Announced

CSM Magazine

Leisure & Tourism: Travelzoo. Winners of the 2018 People’s Choice Stevie Awards for Favorite Customer Service, a worldwide public vote, have been announced.

Axis Group Hosts Institute of Customer Service CEO Breakfast

CSM Magazine

CEOs attended from sectors ranging from housing and construction, to tourism and utilities.

What it takes to be a Customer Experience Professional – My CX Journey, by Carlton Gajadhar


How to create better experiences in the hospitality industry


There’s no denying that the tourism industry is one of the largest industries in the world. According to Statista , 1.323 million international tourists traveled in 2016 and the total contribution of travel and tourism to the global economy was $8.27

Augmented Reality Study Shows Big Business Impact in Customer Experience

Smarter CX

Link this with the remote virtual experiences available through the technology, and you’re suddenly looping in the tourism industry which can display properties worldwide from the comfort of a local office. Augmented reality (AR) has been hovering at the periphery of the corporate conversation for a number of years now, and it’s poised to make a major impact in the business world — especially in the realm of customer experience.

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Forgotten Facts & Fantasies of Customer Delight


They are trying hard to educate the locals that the country depends on tourism and as such they must value and protect their own country, as much as the visitors do. If you follow me on social media, you’ll know that I’ve just returned from a three-week visit to Peru.

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Why Private Jet Charter Offers the Ultimate Customer Service

CSM Magazine

Customer service is arguably more important for some businesses than others, however, with tourism-based firms offering a relevant case in point.

Renovate Your CX Program with a Listening Audit


He has taken roles on both the agency and client-side, developing and managing large, multi-national programmes across a range of industries including travel & tourism, automotive, utilities, finance and telecoms. Webinar Details. Date: Tuesday, April 30. Time: 8am PDT, 11am EDT, 4pm BST, 5pm CEST. REGISTER HERE. A green field site for a customer experience program is a rare thing these days. Almost every CX professional is dealing with some legacy elements.

Outrageous! Hotels keep on charging!

Beyond Philosophy

Tisch Center for Hospitality and Tourism at New York University. Have you ever spent a night at a hotel, on business, and been charged a “resort fee” even though you never had time to take advantage of the pool, the spa or any of the other “amenities?”. I have, and I wasn’t happy about it.

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Fiji Airways announces highest profit and highest customer satisfaction scores

Up Your Service

Mr. Rajesh Punja, Fiji Airways’ Chairman said the airline was well placed to deliver on its key objectives and play a major part in the growth of Fiji’s tourism industry.

Fiji Airways announces highest profit…and highest customer satisfaction scores

Up Your Service

Mr. Rajesh Punja, Fiji Airways’ Chairman said the airline was well placed to deliver on its key objectives and play a major part in the growth of Fiji’s tourism industry.

I didn’t choose CX – it chose me!! Heather Grisedale explains how she became a CCXP


In that first couple of months, the biggest difference I found between the tourism industry and the manufacturing industry was the pace! How do you become a Customer Experience Professional?

First Steps in the Marketing World


I have also wondered if marketing is a good fit for me, I have always enjoyed a lot of different industries; I have worked in leisure and retail, studied Travel and Tourism, I am a qualified painter and decorator and there have been other things in between!

Talkdesk Weekly Round-Up #4


You have amazing cultural diversity in the UAE, both in its population and in its tourism industry. Mamas, don’t let your babies grow up to poor customer service providers, Don’t let ‘em drop calls and ignore customer needs, Let ‘em breed loyalty and generate leads.

Case Study: Enhance Your CX With This Technology

Beyond Philosophy

And that’s especially true in a highly competitive industry like tourism. Imagine going on a cruise and having the ship know your every desire – sometimes even before you do.

11 Customer Service Metrics to Start Measuring


According to Zendesk , travel and tourism industries report higher customer happiness than social media companies because of a faster FRT. Customer service has long been an area of focus for marketers and support specialists.

Why our clients love outsourced inbound services (And you should, too!)

Magellan Solutions

Having served small to medium-sized enterprises since 2005, we’ve collaborated with companies from industries like travel and tourism to healthcare and consumer electronics. Outsourcing has been around for a while, and there’s a reason why clients keep coming back.

Home Isn’t Always Where the Heart Is: Social Sentiment of Vacation Destinations [INFOGRAPHIC]


Understanding it would be helpful to all in the tourism, travel and hospitality industries, wouldn’t it? With school holidays and summer vacation approaching, the desire to get out of Dodge is strong. When people head off on travel adventures, where do they go, and what do they love most? Let’s use social analytics to find out! Chatter Vs. Love. We say this a lot, but it bears repeating that conversation volume doesn’t directly correlate to consumer love.

Dial Intelecom for Sweden, the First Country in the World to Have Its Own Telephone Number

CSM Magazine

Børge Astrup, managing director of Intelecom Contact Centre Division explains how the latest contact centre technology is revolutionising the travel industry with a new form of ‘reality’ tourism in the cloud. The Swedish Number” is the tourism equivalent of reality TV.

European Hotel Chain Report Shares Importance of Harnessing AI


The biggest problem in some locations is actually over tourism. Wondering how European Hotel Chains fared in 2018 and what to expect in 2019?

Customer Experience Influencers You Must Follow – Part 2

Customer Guru

He is a leading contributor to Tourism, Hospitality and Service Industries alike.

Thomas Cook rescued from debt doom

Helen Dewdney

4) Good weather last year with a long heatwave was good news for tourism in the UK but not for travel companies as people chose to holiday at home rather than going abroad. Holiday giant out of danger zone. What’s happened to Thomas Cook?

Les conversations engagées par les marques sur le digital sont-elles de qualité ?


Dans notre étude, nous partageons donc les résultats d’une enquête menée auprès de 42 marques françaises de 4 secteurs d’activités différents : banque, assurance, e-commerce, tourisme & transport.