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
Travelling to and from work can rarely be described as an experience we look forward to – whatever part of the world you come from. Yet for the hard working British worker, the daily travel experience has become more unpleasant than ever. 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
Being a regular traveller, I have witnessed the very worst human nature has to offer. The thing about air travel, is that it is a customer experience rife with stress. Travelling is tiring – it is physically and mentally draining. MORE
The post The Importance of Customer Experience Culture in Hotel & Travel Industry appeared first on LiveChat. As you probably know, I’m nuts about customer service and great customer experience. MORE
Blog Communications Customer Engagement Customer Experience Featured Opinion accountability communication culture customer complaints customer engagement customer service linkedin restaurant Social Media story travel“Say please!” 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
Episode Overview. Annette Höher-Bäuerle went from being internal legal counsel at the Thomas Cook Group to leading all of Customer Experience globally. 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
To prepare for the holiday chaos and deliver a stellar travel experience through wind, sleet and snow, airlines must have a strong support strategy in place. Travel companies can tap into their historical data to prepare their digital channels and customer support teams to handle these unique situations and make sure customers get the answers they need, fast. This is why a lot of travel companies are looking to chatbot technology. 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
The term was coined by Cardiff University lecturer, Dr Cliff Arnall, in 2005, when he “scientifically calculated” a formula for a press release for Sky Travel. ( 6) Mrs Mummy Penny , Lynn James, suggests thinking of your friends and family who work for a travel company or hotel. MORE
Our travel insurer (CoverForYou) sent us this text. I hadn’t used them before, and didn’t need to claim, but I have just moved my annual business travel policy to them. Earlier this year I was lucky enough to visit Kyoto in Japan for a holiday. MORE
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. 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
This year, 53% of millennials plan to travel for spring break. SPEND Travel is always a good gauge on the state of the economy, and all segments of the travel market have grown significantly over the last year, with millennials representing the largest and fastest-growing. 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
We don’t have a stake in Airbnb’s success, we were just curious: How many people even consider Airbnb when they book travel accommodation? Most people who consider Airbnb for personal travel are young: two thirds are age 18 to 34. According to investors, Airbnb is worth $25.5 billion. MORE
Hi everyone! I’ve been on the road pretty consistently for the last 4 weeks and there are definitely some themes that are popping up across all the conferences and private events I’ve been doing. I’ve met so many of you and I’m always so delighted to get to hear people’s stories. Especially their stories about. View Article 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
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
Spring has sprung, and as Summer approaches so does vacation travel! Each year, nearly four billion passengers travel through airports worldwide, and whether your vacation destination is domestic or international, the time to start booking is now. 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
It looks like thousands of Christmas holiday train travellers have been misled into buying more expensive tickets than they would have done normally. This is likely to result in Christmas travellers not being able to make the journeys planned. 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
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
Customer Journeys Customer retention and loyalty CX Reviews Travel accessible experience Brandlove Chantel Botha customer experience customer experience in south africa cx emotional experience functional experience The Local GrillAllow me to start this post by asking a question. MORE
Blog Customer Experience customer service Featured Microinteraction of the Month Opinion Review guest experience hospitality linkedin loyalty personalization travel travel experience MORE
President Donald Trump issued a travel ban to the United States for citizens of seven mostly Muslim countries – Iran, Iraq Libya, Somalia, Sudan, Syria and Yemen, for 90 days. The post How Airlines Handle Trump’s Surprise Travel Ban appeared first on The Upsell. Case Studies air canada airlines bloomberg british airlines british airways Delta Airlines emirates Facebook muslim president trump Social media travel travel ban trump Twitter WestjetRecently, U.S. MORE
Blog Featured Opinion Recent News #SXSWi conferences events networking planning South by Southwest SXSW travelThis will be my tenth journey to Austin for the South By Southwest Interactive Conference (SXSW) in March. 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
Hi everyone! I’ve been on the road pretty consistently for the last 4 weeks and there are definitely some themes that are popping up across all the conferences and private events I’ve been doing. I’ve met so many of you and I’m always so delighted to get to hear people’s stories. Especially their stories about. View Article MORE
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. Audience Mobile consumers mobile apps mobile technology travel MORE
In 2017, they have already won four awards – including ‘Best Budget Hotel Chain’ (Business Traveller Awards); ‘TripAdvisor Travellers Choice Awards’ (for some of their hotels); ‘Best Midscale Hotel Brand’ (Business Travel Awards); and a Certificate of Excellence (TripAdvisor). MORE
Date: Wednesday, April 18, 2018 How good is the digital customer experience from travel brands? So, how are UK travel companies doing in terms of online customer experience? The digital customer experience is vital to success in the travel sector. 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
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. 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.
QuestionPro Audience
MARCH 9, 2018
This year, 53% of millennials plan to travel for spring break. SPEND Travel is always a good gauge on the state of the economy, and all segments of the travel market have grown significantly over the last year, with millennials representing the largest and fastest-growing.
Happy or Not
APRIL 18, 2018
Spring has sprung, and as Summer approaches so does vacation travel! Each year, nearly four billion passengers travel through airports worldwide, and whether your vacation destination is domestic or international, the time to start booking is 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.
Bold360
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.
Up Your Service
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.
The Upsell
JANUARY 28, 2017
President Donald Trump issued a travel ban to the United States for citizens of seven mostly Muslim countries – Iran, Iraq Libya, Somalia, Sudan, Syria and Yemen, for 90 days. The post How Airlines Handle Trump’s Surprise Travel Ban appeared first on The Upsell. Case Studies air canada airlines bloomberg british airlines british airways Delta Airlines emirates Facebook muslim president trump Social media travel travel ban trump Twitter WestjetRecently, U.S.
Bold360
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.
LiveChat
AUGUST 25, 2017
The post The Importance of Customer Experience Culture in Hotel & Travel Industry appeared first on LiveChat. As you probably know, I’m nuts about customer service and great customer experience.
Kate Nasser
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.
Helen Dewdney
DECEMBER 14, 2017
It looks like thousands of Christmas holiday train travellers have been misled into buying more expensive tickets than they would have done normally. This is likely to result in Christmas travellers not being able to make the journeys planned.
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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.
StellaService
SEPTEMBER 22, 2017
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.
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.
Bold360
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.
Happy or Not
MAY 31, 2017
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.
Bain
JULY 2, 2015
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.”
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
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?
Bold360
NOVEMBER 20, 2017
To prepare for the holiday chaos and deliver a stellar travel experience through wind, sleet and snow, airlines must have a strong support strategy in place. Travel companies can tap into their historical data to prepare their digital channels and customer support teams to handle these unique situations and make sure customers get the answers they need, fast. This is why a lot of travel companies are looking to chatbot technology.
Customer Interactions
JULY 7, 2015
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
ijgolding
OCTOBER 17, 2017
In 2017, they have already won four awards – including ‘Best Budget Hotel Chain’ (Business Traveller Awards); ‘TripAdvisor Travellers Choice Awards’ (for some of their hotels); ‘Best Midscale Hotel Brand’ (Business Travel Awards); and a Certificate of Excellence (TripAdvisor).
MaritzCX
NOVEMBER 17, 2015
Hi everyone! I’ve been on the road pretty consistently for the last 4 weeks and there are definitely some themes that are popping up across all the conferences and private events I’ve been doing. I’ve met so many of you and I’m always so delighted to get to hear people’s stories. Especially their stories about. View Article
MaritzCX
NOVEMBER 17, 2015
Hi everyone! I’ve been on the road pretty consistently for the last 4 weeks and there are definitely some themes that are popping up across all the conferences and private events I’ve been doing. I’ve met so many of you and I’m always so delighted to get to hear people’s stories. Especially their stories about. View Article
Survata
APRIL 6, 2016
We don’t have a stake in Airbnb’s success, we were just curious: How many people even consider Airbnb when they book travel accommodation? Most people who consider Airbnb for personal travel are young: two thirds are age 18 to 34. According to investors, Airbnb is worth $25.5 billion.
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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.
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
SEPTEMBER 1, 2015
Blog Customer Experience customer service Featured Microinteraction of the Month Opinion Review guest experience hospitality linkedin loyalty personalization travel travel experience
ijgolding
MARCH 19, 2018
Being a regular traveller, I have witnessed the very worst human nature has to offer. The thing about air travel, is that it is a customer experience rife with stress. Travelling is tiring – it is physically and mentally draining.
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.
360Connext
SEPTEMBER 30, 2015
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ijgolding
JANUARY 12, 2018
Travelling to and from work can rarely be described as an experience we look forward to – whatever part of the world you come from. Yet for the hard working British worker, the daily travel experience has become more unpleasant than ever.
Helen Dewdney
JANUARY 12, 2018
The term was coined by Cardiff University lecturer, Dr Cliff Arnall, in 2005, when he “scientifically calculated” a formula for a press release for Sky Travel. ( 6) Mrs Mummy Penny , Lynn James, suggests thinking of your friends and family who work for a travel company or hotel.
360Connext
MARCH 1, 2017
Blog Featured Opinion Recent News #SXSWi conferences events networking planning South by Southwest SXSW travelThis will be my tenth journey to Austin for the South By Southwest Interactive Conference (SXSW) in March.
ijgolding
NOVEMBER 12, 2017
Customer Journeys Customer retention and loyalty CX Reviews Travel accessible experience Brandlove Chantel Botha customer experience customer experience in south africa cx emotional experience functional experience The Local GrillAllow me to start this post by asking a question.
ijgolding
DECEMBER 11, 2017
Our travel insurer (CoverForYou) sent us this text. I hadn’t used them before, and didn’t need to claim, but I have just moved my annual business travel policy to them. Earlier this year I was lucky enough to visit Kyoto in Japan for a holiday.
360Connext
APRIL 6, 2016
Blog Communications Customer Engagement Customer Experience Featured Opinion accountability communication culture customer complaints customer engagement customer service linkedin restaurant Social Media story travel“Say please!”
Vision Critical
OCTOBER 13, 2017
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.
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.
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