Have Dog, Can Travel


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.

The Importance of Customer Experience Culture in Hotel & Travel Industry


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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5 Essentials for a Happy Business Travel Experience


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.

Travelling This Summer? 120 Million Airport Passengers Tell the Times You Should Avoid

Happy or Not

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.

CX Design Thinking in the Travel Industry, With Annette Höher-Bäuerle – CB64

Customer Bliss

Episode Overview. Annette Höher-Bäuerle went from being internal legal counsel at the Thomas Cook Group to leading all of Customer Experience globally.

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

How to create loyal customers and brand evangelists in the travel and hospitality industry

Up Your Service

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.

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.

Travel and retail customers demand self-service: will you answer the call?


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.

Travel Learning Open-Mindedness: JOIN #Peopleskills Chat Nov. 22

Kate Nasser

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.

Customer Effort: How to Make Things Difficult for Customers, by Premier Inn


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).

Hotels 143

Travel Customer Service – Keys to Success in 2018


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.

Unhappy holidays? The state of UK travel customer experience


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?

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. 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.

Do WE Belong? Experience is Always Personal


Blog Customer Experience customer service Featured Microinteraction of the Month Opinion Review guest experience hospitality linkedin loyalty personalization travel travel experience

Innovation in Online Travel Bookings: Get Inspired by Lufthansa

Susan Abbott

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

What If Marty McFly Traveled Back to the Actual Future?

Think Customers

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.

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

Vision Critical

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.

Challenges of Understanding the Customer Journey End-to-End


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.

Have Dog, Can Travel


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.

How to spectacularly fail your customers and damage your brand – by British Airways


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.

Do You Add “Hot Sauce” to Make Your Customers Feel Special?

Wired and Dangerous

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.

Which Customer Experience Path Is Your Organisation Travelling? Is It The Right One?

Maz Iqbal

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.

This Is What an Epic Customer Experience Fail Looks Like


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!

Rail Ombudsman is finally coming down the tracks – consultation closing soon

Helen Dewdney

The Consumer Rights Act 2015 was applied to rail travel from 1st October 2016. Press release. Background. Rail passengers will soon get their long-awaited Rail Ombudsman, an alternative dispute resolution (ADR) scheme for disgruntled railway users across the country.

Summer Months, July and August, Ranked Lowest in Passenger Satisfaction According to HappyOrNot Airport Study

Happy or Not

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

Have a nice day! Is the US better than the rest of the world when it comes to Customer Experience?


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.

The epic failings of Emirates: are brands really trying hard enough when it comes to Customer Experience?


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.

A Moment of Truth in 47b


Recently, I was traveling from Frankfurt, Germany to Washington DC on a major airline.

‘The ‘e’ in easyJet does not stand for empathetic’ – the real cost of sticking to the rules!


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.

DELTA Vs VIRGIN – a Customer Experience Comparison by Michael Bartlett


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

The British Airways pilot who got off his bum! How to wow customers with the unremarkable


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.

Making life difficult for customers makes no sense at all! Case studies from Marriot Hotels and Debenhams


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.

Emirates Vs Etihad – Customer Experience Review


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.

Customer Empathy – ignore it at your peril!


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!!

VoC Leaders: How Travelzoo uses CX data to make smarter decisions (video)


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

‘Welcome to our kitchen’! Would you have the courage to invite customers into the inner workings of your company?


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.

Why you should be combining customer profiles with user feedback


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

Focusing on Customers: Lessons from Medellin


Blog Customer Experience customer service Featured customer experience speaker Education microinteractions speaking travelI admit I was nervous.

Explaining the power of customer expectation: stories of splashing sinks, free tea and broken curtains!


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.