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Articles by Toby Bland
Prioritising CX in the travel and leisure industry - Customer Experience Magazine
As interactions within the travel and leisure industry become increasingly digital, expectations of smart and sophisticated experiences rise higher. Today’s consumers demand personalisation, effortless self-service and immediacy. Their changing behaviours are impacting the customer journey. Travel and leisure brands must adjust their strategies to capture consumer intent outside of classic performance channels. Therefore building more direct relationships with their audiences.
Taking the next step for customer-centricity in travel and leisure
As interactions within the travel and leisure industry become increasingly digital, customers’ expectations of smart and sophisticated experiences are rising higher. Today’s travel consumers demand personalisation, effortless self-service and immediacy – and their changing behaviours are impacting the customer journey itself.
Taking the next step for customer-centricity in travel and leisure
In recent years, there have been huge strides in customer experience within the travel and leisure industry – and it is only by carrying on down this route that the sector will continue to recover and move into a prosperous future. As interactions within the travel and leisure industry become increasingly digital, expectations of smart and sophisticated experiences rise higher.
Make complaining customers your greatest allies
As the number of people travelling returns closer to normal, customer complaints are also on the rise. But a dissatisfied customer can be a catalyst for businesses to make far-reaching improvements. The latest UK Customer Satisfaction Index (UKCSI) from the Institute of Customer Services, published in January 2023, showed evidence that the trend for improved complaint handling, alongside more customers experiencing a problem with an organisation, has continued.
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