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
HappyOrNot has announced it’s 2017 Air Transportation Benchmark Study detailing airport passenger satisfaction trends and key improvements airport authorities are making - especially in the peak summer travel season. News airport airport experience airtravel passenger satisfaction traveling 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
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
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
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
As shown in a research carried out by Capital One, only 9 percent of travelers will book a trip based on brand loyalty. This is why travel organisations […]. Default Blog customer profiles personalisation research-insights travel and leisure User Feedback 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
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
Recently, I was traveling from Frankfurt, Germany to Washington DC on a major airline. 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
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
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
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
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.
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.
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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 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.
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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.
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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 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.”
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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
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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.
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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.
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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.
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.
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?
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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.
360Connext
SEPTEMBER 1, 2015
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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
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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.
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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
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.
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.
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.
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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.
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!
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.
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AUGUST 24, 2017
Recently, I was traveling from Frankfurt, Germany to Washington DC on a major airline.
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JUNE 14, 2017
HappyOrNot has announced it’s 2017 Air Transportation Benchmark Study detailing airport passenger satisfaction trends and key improvements airport authorities are making - especially in the peak summer travel season. News airport airport experience airtravel passenger satisfaction traveling
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
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
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.
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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
mopinion
MARCH 15, 2017
As shown in a research carried out by Capital One, only 9 percent of travelers will book a trip based on brand loyalty. This is why travel organisations […]. Default Blog customer profiles personalisation research-insights travel and leisure User Feedback
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!!
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.
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