Autumn recently starts to knock at the door, and summer vacation season has definitely ended (just returned from my own). With all the nice memories and fun in mind, why not learning how the industry serving us with holiday travel does benefit from CX.
Erin Gilliam Haije has written a really nice and inspiring story in the Mopinion blog, “How customer feedback helps travel and tourism prepare for peak season“. Erin discusses how customer feedback supports leisure industry with preparing for peak seasons. She emphasizes the importance of maintaining top service levels and a smooth customer experience during busy periods. Especially considering …
- Gearing Up for Peak Season: Travel & tourism companies must anticipate peak travel periods and prepare for high volumes of requests and complaints. Customer feedback surveys help identify errors in the booking process and provide real-time insights for timely issue resolution.
- Humanizing the Experience: Customer feedback aids in creating a more personalized customer experience by listening to travelers’ voices. It helps in understanding customer profiles and optimizing digital channels for a better user experience.
- Identifying Drop-off Reasons: Feedback helps in identifying reasons for drops in online conversion rates. By gathering feedback across different channels, organizations can improve multichannel attribution and invest in high-converting channels.
- Monitoring the Customer Journey: Customer feedback enables organizations to monitor the entire customer journey from awareness to decision-making. It helps in understanding customer behavior at each stage and optimizing the online experience accordingly.
In conclusion, leveraging customer feedback can help travel and tourism organizations deliver a world-class and reputable travel experience during peak seasons by addressing customer needs, improving service levels, and optimizing digital channels.
The full story being a – in the truest sense of the word – relaxing read to fade back into CX work after the break.
Enjoy!
Declaration of interests:
The author and the site declare the absence of any financial or non-financial interests, respectively any business relation with any of the companies mentioned at time of publication. The business case is exclusively shared based on meeting the editorial criteria of ‘CX Inspiration Hub’.