These trends have led travel companies to rethink the experiences they offer to customers, especially the ones with lots of money to spend. But it could also make ordinary travelers feel inadequate and dissatisfied with the experience they are having. MORE
Blog Customer Experience customer service Featured customer experience speaker Education microinteractions speaking travelI admit I was nervous. MORE
What Customer Experience Paths Are Organisations Taking? It occurs to me that under the Customer Experience umbrella one can pursue several distinctive paths. What might these paths be? One there is the lets suck less path. This almost always involves looking at way of reducing customer effort at specific touchpoints e.g. call-centre, or specific customer interactions e.g. when buying something. MORE
Travel learning open-mindedness is our #peopleskills global Twitter chat Nov. The post Travel Learning Open-Mindedness: JOIN #Peopleskills Chat Nov. 22nd 10amET. JOIN The People Skills Coach™ to explore this topic amidst all the hatred, discord, and strife racking our world today. MORE
120 million passengers have given their feedback at 100 airports all over the world via the HappyOrNot® Smiley Terminal™, and the data shows that if you want to have a great airport experience during your travels, avoid Saturdays and Sundays, and reconsider late July and late August. MORE
Customer Service / Customer Experience Frank Reactions Podcast Process Shows Strategies call center call centre competition Expedia merger travel agencies TravelocityKeeping Customer Service Great After a Merger Can Be Tough (photo by Tim Fields, on Flickr). MORE
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. MORE
We missed the connection. “ @AmericanAir : What’s your worst #travel mistake? Blog Featured Opinion Review airlines Customer Experience customer service linkedin loyalty management travel Spring Break! Fun in the sun! Time away! MORE
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. Many businesses in the travel industry have tried out loyalty schemes and reward programs with varied success. MORE
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. MORE
Despite all the travelling I do these days, I am still someone who gets excited about travelling to places I have never been before. Even when travelling for the purposes of work, we all feel that sense of excitement and anticipation. Last week was as manic as they get for me. MORE
Amazon; Disney; Ritz Carlton; USAA – just to name but four – are all companies I talk about regularly as I travel around the globe. In 2015, I visited twenty countries in Europe, Asia, Africa and the Middle East – on my travels I observed varying degrees of Customer Centricity. MORE
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. MORE
Lisa Oswald is a customer experience (CX) advocate and Senior Vice President of Customer Service for Travelzoo, a trusted online publisher of travel and entertainment deals that places a premium. Client Insights Case Stories socializing data Travel Industry Travelzoo video VOC Leaders MORE
Customer Journeys Customer retention and loyalty Social Media Travel customer expectation customer experience online customer reviews Waldorf Astoria MORE
Whatever happens, I hope that they and others who read this learn from the experiences that I and my colleague Neil had travelling from South Africa to Zimbabwe and then back to South Africa – brace yourselves, it will be a rough ride!! As regular travelers, it happens. MORE
There is a ‘new kid on the block’ – one that could potentially change the face of air travel. If you have not heard of Norwegian, it will not be long before the name of the Nordic airline is as common in ‘budget’ air travel as Ryanair or Easyjet. MORE
I recently endured a dreadful experience with Scandinavian Airlines – you can read about it in this article I wrote for CustomerThink in October – the story was all about a cancelled flight – something that is sadly not uncommon for the air traveler. MORE
Here’s one example from our many travels. Customer Delight Customer Appreciation Customer Expectations Customer Experience Customer interaction Customer loyalty TravelsCustomers today have higher expectations than ever. MORE
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. Yet, in all my travels I’ve seen only one airline do something about it— JetBlue. Since its founding in 1998, JetBlue has been on a mission to “bring humanity back to travel.” MORE
According to Zendesk’s 2014 Benchmark report , customer service rankings dropped to their lowest during the holiday season, with the travel industry experiencing the largest -7 point drop, the most drastic in comparison to all other industries. MORE
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 MORE
All rail companies are signed up to National Conditions of Travel which states that the amount of compensation offered by train companies in their Passenger’s Charter varies between them. Travellers are taking to social media to voice their concerns: "Your train is delayed by approximately 29 minutes" But it arrived 31 minutes late. Make a note of your journey: Date, time, where travelling from/to and how long you’ve been delayed at the time before you forget! MORE
Customer Journeys Customer retention and loyalty CX Strategy Retail Travel changing consumer expectation customer expectation customer experience Debenhams emotional Emotional engagement making life difficult for customers Marriot wi-fi marriott Marriott Hotels We are living in a world where consumer expectation is changing as rapidly as ever before. New technology is enabling people to do what they want, when they want to do it, wherever they happen to be. MORE
I would have thought that online travel had pretty much matured, and it has. What tiny innovations -- in travel or elsewhere --have you noticed that are making a difference MORE
Customer retention and loyalty CX Professionals CX Strategy Travel customer experience Michael O''Leary Ryanair Ryanair Customer Experience Tony Ryan MORE
This post makes the same point, but for the travel and hospitality – one of the most traditional “service” industries on the planet. Read on… Customer loyalty is a powerful marketing force that travel and hospitality businesses are always chasing. MORE
Happy Back to the Future Day, everyone! That's right. Today's the day Marty McFly and Doc Brown arrive from the past to change the course of history once again. MORE
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? MORE
Always Getting Better (we promise to listen and be open to change; we promise to be relentless in finding new ways to improve your travel experience and the choice of destinations we offer). Some say that I am easily confused! MORE
I am very fortunate to travel a great deal as I help and guide organisations on their customer centric journeys. Last week I had the pleasure of travelling to Kuala Lumpur. Due to a complicated schedule, I ended up travelling out to Kuala Lumpur with Emirates and home again with Etihad. MORE
Providing a 360-degree examination of the Millennial lifestyle, the report has important implications for business professionals in all industries, including finance, technology, media, retail, health care and travel. They’re not delaying travel. They want to travel now. MORE
Blog Customer Experience customer service Featured Microinteraction of the Month Opinion Review guest experience hospitality linkedin loyalty personalization travel travel experience MORE
If you have been a follower of my writing for some time, you will know that I am no stranger to air travel! Customer Journeys Customer retention and loyalty CX Reviews Travel customer experience customer journeys cx Delta virgin Virgin Atlantic MORE
Now I have made it clear that I travel a lot. So you would imagine I have my travelling routine down to a T – wrong!! I arrived in South Africa after 14 hours of travelling, only to realise that I had forgotten to bring any underwear or socks! MORE
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. ” Read more about creating a winning cx with self-service for travel and for retail. MORE
Fog is a weather condition not particularly conducive to seamless air travel – the pilot had to ask all passengers to turn off their electronic devices due to an order from air traffic control in London. Last week I witnessed something that I consider to be incredibly unusual. MORE
We have been more than willing to furnish a consultant’s letter to confirm the above and his inability to travel. Have you ever looked up the definition of the word Empathy? I would suspect that you have not! It is not often that we take the time to read dictionaries!! MORE
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. MORE
Customer Journeys Customer retention and loyalty Recovery Travel customer experience customer experience failure customer experience recovery Emirates Etihad As someone who spends his life eating, talking, breathing, writing and generally living everything to do with Customer Experience, it is inevitable that on occasion I may get tagged as a serial ‘moaner’ It is true to say that I often highlight the less than palatable experiences I encounter. MORE
In the case of airlines, yes, they want to travel to a certain destination. If you cater to business travelers, for example, then go beyond the obvious like wifi access and business lounges. MORE
As a result of travelling a great deal, I often write about my experiences of doing so. Some of the best and worst experiences I have ever had have been whilst travelling. I experienced this for the first time two weeks ago when travelling back from Johannesburg to Heathrow. MORE
That is why when it comes to the summer holiday – or any holiday for that matter – we hope and expect that the organisations we choose to travel with are able to deliver an experience that takes away as much of the potential stress as possible. The summer holidays are upon us. MORE
Travel Related Topics MaritzCX
JUNE 1, 2015
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.
360Connext
MARCH 26, 2015
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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MAY 3, 2017
This post makes the same point, but for the travel and hospitality – one of the most traditional “service” industries on the planet. Read on… Customer loyalty is a powerful marketing force that travel and hospitality businesses are always chasing.
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JULY 20, 2016
These trends have led travel companies to rethink the experiences they offer to customers, especially the ones with lots of money to spend. But it could also make ordinary travelers feel inadequate and dissatisfied with the experience they are having.
nanorep
DECEMBER 4, 2016
According to Zendesk’s 2014 Benchmark report , customer service rankings dropped to their lowest during the holiday season, with the travel industry experiencing the largest -7 point drop, the most drastic in comparison to all other industries.
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NOVEMBER 18, 2015
Travel learning open-mindedness is our #peopleskills global Twitter chat Nov. The post Travel Learning Open-Mindedness: JOIN #Peopleskills Chat Nov. 22nd 10amET. JOIN The People Skills Coach™ to explore this topic amidst all the hatred, discord, and strife racking our world today.
Maz Iqbal
SEPTEMBER 12, 2015
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.
nanorep
JANUARY 10, 2017
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. ” Read more about creating a winning cx with self-service for travel and for retail.
Eptica
JUNE 8, 2016
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?
nanorep
APRIL 27, 2017
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. Many businesses in the travel industry have tried out loyalty schemes and reward programs with varied success.
Susan Abbott
AUGUST 6, 2015
I would have thought that online travel had pretty much matured, and it has. What tiny innovations -- in travel or elsewhere --have you noticed that are making a difference
Think Customers
OCTOBER 20, 2015
Happy Back to the Future Day, everyone! That's right. Today's the day Marty McFly and Doc Brown arrive from the past to change the course of history once again.
360Connext
SEPTEMBER 1, 2015
Blog Customer Experience customer service Featured Microinteraction of the Month Opinion Review guest experience hospitality linkedin loyalty personalization travel travel experience
Vision Critical
JULY 19, 2016
Providing a 360-degree examination of the Millennial lifestyle, the report has important implications for business professionals in all industries, including finance, technology, media, retail, health care and travel. They’re not delaying travel. They want to travel now.
MaritzCX
JUNE 1, 2015
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.
360Connext
JANUARY 21, 2015
In the case of airlines, yes, they want to travel to a certain destination. If you cater to business travelers, for example, then go beyond the obvious like wifi access and business lounges.
ijgolding
JULY 18, 2016
As a result of travelling a great deal, I often write about my experiences of doing so. Some of the best and worst experiences I have ever had have been whilst travelling. I experienced this for the first time two weeks ago when travelling back from Johannesburg to Heathrow.
Wired and Dangerous
MARCH 14, 2016
Here’s one example from our many travels. Customer Delight Customer Appreciation Customer Expectations Customer Experience Customer interaction Customer loyalty TravelsCustomers today have higher expectations than ever.
Maz Iqbal
NOVEMBER 11, 2014
What Customer Experience Paths Are Organisations Taking? It occurs to me that under the Customer Experience umbrella one can pursue several distinctive paths. What might these paths be? One there is the lets suck less path. This almost always involves looking at way of reducing customer effort at specific touchpoints e.g. call-centre, or specific customer interactions e.g. when buying something.
360Connext
APRIL 7, 2015
We missed the connection. “ @AmericanAir : What’s your worst #travel mistake? Blog Featured Opinion Review airlines Customer Experience customer service linkedin loyalty management travel Spring Break! Fun in the sun! Time away!
ijgolding
MARCH 31, 2017
If you have been a follower of my writing for some time, you will know that I am no stranger to air travel! Customer Journeys Customer retention and loyalty CX Reviews Travel customer experience customer journeys cx Delta virgin Virgin Atlantic
ijgolding
JANUARY 19, 2016
Amazon; Disney; Ritz Carlton; USAA – just to name but four – are all companies I talk about regularly as I travel around the globe. In 2015, I visited twenty countries in Europe, Asia, Africa and the Middle East – on my travels I observed varying degrees of Customer Centricity.
ijgolding
FEBRUARY 24, 2015
Customer Journeys Customer retention and loyalty Recovery Travel customer experience customer experience failure customer experience recovery Emirates Etihad As someone who spends his life eating, talking, breathing, writing and generally living everything to do with Customer Experience, it is inevitable that on occasion I may get tagged as a serial ‘moaner’ It is true to say that I often highlight the less than palatable experiences I encounter.
ijgolding
MARCH 16, 2016
Fog is a weather condition not particularly conducive to seamless air travel – the pilot had to ask all passengers to turn off their electronic devices due to an order from air traffic control in London. Last week I witnessed something that I consider to be incredibly unusual.
ijgolding
AUGUST 4, 2015
That is why when it comes to the summer holiday – or any holiday for that matter – we hope and expect that the organisations we choose to travel with are able to deliver an experience that takes away as much of the potential stress as possible. The summer holidays are upon us.
ijgolding
FEBRUARY 3, 2015
Customer Journeys Customer retention and loyalty CX Strategy Retail Travel changing consumer expectation customer expectation customer experience Debenhams emotional Emotional engagement making life difficult for customers Marriot wi-fi marriott Marriott Hotels We are living in a world where consumer expectation is changing as rapidly as ever before. New technology is enabling people to do what they want, when they want to do it, wherever they happen to be.
ijgolding
SEPTEMBER 24, 2014
I am very fortunate to travel a great deal as I help and guide organisations on their customer centric journeys. Last week I had the pleasure of travelling to Kuala Lumpur. Due to a complicated schedule, I ended up travelling out to Kuala Lumpur with Emirates and home again with Etihad.
ijgolding
SEPTEMBER 18, 2014
We have been more than willing to furnish a consultant’s letter to confirm the above and his inability to travel. Have you ever looked up the definition of the word Empathy? I would suspect that you have not! It is not often that we take the time to read dictionaries!!
ForeSee
NOVEMBER 7, 2016
Lisa Oswald is a customer experience (CX) advocate and Senior Vice President of Customer Service for Travelzoo, a trusted online publisher of travel and entertainment deals that places a premium. Client Insights Case Stories socializing data Travel Industry Travelzoo video VOC Leaders
360Connext
SEPTEMBER 30, 2015
Blog Customer Experience customer service Featured customer experience speaker Education microinteractions speaking travelI admit I was nervous.
ijgolding
NOVEMBER 18, 2014
Despite all the travelling I do these days, I am still someone who gets excited about travelling to places I have never been before. Even when travelling for the purposes of work, we all feel that sense of excitement and anticipation. Last week was as manic as they get for me.
ijgolding
NOVEMBER 13, 2014
Customer retention and loyalty CX Professionals CX Strategy Travel customer experience Michael O''Leary Ryanair Ryanair Customer Experience Tony Ryan
ijgolding
DECEMBER 11, 2014
There is a ‘new kid on the block’ – one that could potentially change the face of air travel. If you have not heard of Norwegian, it will not be long before the name of the Nordic airline is as common in ‘budget’ air travel as Ryanair or Easyjet.
ijgolding
NOVEMBER 5, 2015
I recently endured a dreadful experience with Scandinavian Airlines – you can read about it in this article I wrote for CustomerThink in October – the story was all about a cancelled flight – something that is sadly not uncommon for the air traveler.
Helen Dewdney
JANUARY 27, 2017
All rail companies are signed up to National Conditions of Travel which states that the amount of compensation offered by train companies in their Passenger’s Charter varies between them. Travellers are taking to social media to voice their concerns: "Your train is delayed by approximately 29 minutes" But it arrived 31 minutes late. Make a note of your journey: Date, time, where travelling from/to and how long you’ve been delayed at the time before you forget!
ijgolding
JULY 1, 2015
Now I have made it clear that I travel a lot. So you would imagine I have my travelling routine down to a T – wrong!! I arrived in South Africa after 14 hours of travelling, only to realise that I had forgotten to bring any underwear or socks!
ijgolding
SEPTEMBER 2, 2015
Always Getting Better (we promise to listen and be open to change; we promise to be relentless in finding new ways to improve your travel experience and the choice of destinations we offer). Some say that I am easily confused!
Tema Frank
OCTOBER 12, 2016
Customer Service / Customer Experience Frank Reactions Podcast Process Shows Strategies call center call centre competition Expedia merger travel agencies TravelocityKeeping Customer Service Great After a Merger Can Be Tough (photo by Tim Fields, on Flickr).
ijgolding
JUNE 15, 2015
Customer Journeys Customer retention and loyalty Social Media Travel customer expectation customer experience online customer reviews Waldorf Astoria
ijgolding
SEPTEMBER 14, 2015
Whatever happens, I hope that they and others who read this learn from the experiences that I and my colleague Neil had travelling from South Africa to Zimbabwe and then back to South Africa – brace yourselves, it will be a rough ride!! As regular travelers, it happens.
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