The Future of Business Travel Is Customer Experience Innovation


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The Startling Truth About Traveling With the Top 1%

Beyond Philosophy

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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Summer Travel Underscores Need for Airlines to Overhaul Customer Service


air travel hit a record high in 2016, a recent report from ABC News found that airlines are anticipating an additional 9 million travelers between June 1 st and August 31 st this year. Travel industry customers aren’t sitting at home buying a tangible product online.

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).

The New Standard: Why Employee Obsession Matters

personal travel. travel schedules, and high burn-out, but even these giants are. In the Philippines, it is not uncommon for employees to travel two.

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.

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.

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.

‘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.

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.

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.

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

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!!

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.

Carolyn McCall, CEO, Easyjet – An Example of a Courageous Customer Focused Leader


Communication Channels Customer retention and loyalty CX Leadership People Travel Carolyn McCall customer centric leaders customer experience customer experience leadership CustomerThink Easyjet

Ryanair – the brand we can now learn to love


Customer retention and loyalty CX Professionals CX Strategy Travel customer experience Michael O''Leary Ryanair Ryanair Customer Experience Tony Ryan

Norwegian – Customer Experience Review


There is a ‘new kid on the block’ – one that could potentially change the face of air travel. If you have not heard of Norwegian, it will not be long before the name of the Nordic airline is as common in ‘budget’ air travel as Ryanair or Easyjet.

Do you know what ‘it’ feels like? Why experiencing your customer AND employee journeys is so important!


I recently endured a dreadful experience with Scandinavian Airlines – you can read about it in this article I wrote for CustomerThink in October – the story was all about a cancelled flight – something that is sadly not uncommon for the air traveler.

‘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.

The wonderful sound of Customer Experience: Tales from South Africa


Now I have made it clear that I travel a lot. So you would imagine I have my travelling routine down to a T – wrong!! I arrived in South Africa after 14 hours of travelling, only to realise that I had forgotten to bring any underwear or socks!

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Ryanair ‘always getting better’ – has the world’s largest international airline really changed?


Always Getting Better (we promise to listen and be open to change; we promise to be relentless in finding new ways to improve your travel experience and the choice of destinations we offer). Some say that I am easily confused!

Never rest on your laurels (or your brand name)! How the Waldorf Astoria can serve as a lesson to all!


Customer Journeys Customer retention and loyalty Social Media Travel customer expectation customer experience online customer reviews Waldorf Astoria

NO communication; NO bags; NO rooms; NO wifi!!! Customer Experience stories of unnecessary EFFORT, STRESS & INEPTITUDE


Whatever happens, I hope that they and others who read this learn from the experiences that I and my colleague Neil had travelling from South Africa to Zimbabwe and then back to South Africa – brace yourselves, it will be a rough ride!! As regular travelers, it happens.

Just because its LEGAL, does not mean its RIGHT! The importance of openness & transparency in Customer Experience


If you travel outside of the EU, VAT is not payable to the UK government. Communication Channels Customer Journeys Customer retention and loyalty Regulation Retail Travel customer centric customer centricity customer experience honesty openness transparency

What happens if your company overreacts? Your customers exert unnecessary effort!


Customer Journeys Customer retention and loyalty Recovery Travel customer empathy customer experience customer experience recovery Customer Journey end to end customer journey Norwegian Norwegian Airlines

The Transparent Customer Experience: how measurement can benefit both company & customer


With the added weight of customer feedback being left every day on sites such as Trip Advisor, the travel industry is as exposed as any other to the power of measurement for all to see.

The Data Digest: Social Media And The Summer Getaway

Ian Jacobs

customer insights data insights social media travel & leisureThe many automated “out of office” messages that return when I send emails each day are a sure sign that summer vacations are in full swing. Whether people are enjoying life unplugged or preparing for a seasonal destination, one topic seems to dominate thoughts and conversations: the leisure getaway. The conversation that occurs between friends […].

The simplicity of a smile – it’s great for you and your customers!


The Golding summer holiday to Menorca featured all the usual ‘travelling’ touchpoints as described. Some of them were not particularly pleasurable (the travelling touchpoints that is). Smiling – we all do it.

The Customer Experience Reality Check! The case of Manchester Airport


As a regular traveller, I am made to ‘endure’ the airport experience far more regularly than I would like. This particular award was voted for by travel agents – not the poor, resigned, suffering hostages who have to use the thing! Resignation. Sufferance. Tolerance.

What makes the the worlds #1 Customer Experience brands?


As I quite literally travel the world talking, listening and working with individuals and organisations who have an interest in Customer Experience, I am regularly asked who the world’s ‘best’ Customer Experience brands are. ‘Who is good at CX?’ ’ is a pretty typical question. It is a good question to ask and one that I […].

Customer Service and the Golden Rule

Call Center Weekly

Outside of work, Erica is busy training for the Chicago Marathon and enjoys traveling, good food, and being active with her family. By Erica Mancuso Treating others as you would want to be treated is a practice of empathy.

Eurostar est Shambolique: It’s not just the airlines who need to get their act together


Travelling experiences are a common feature of my writing – in fact, some would say too much of a feature! On this occasion, we chose to travel to Paris by rail – not by air. The next time I travel to Paris, it will be by air.

Why your contact center is a massive fraud risk

Call Center Coach

How does your caller travel through your call center? And you also want to authenticate early and give callers the express pass for their travel. Over the past few years there has been a large focus to develop security solutions for mobile and online channels.

How to Actually Keep a Customer: A Lesson From The Coffee Shop

Win the Customer

Today is one of those rare occasions where I’m out on the road (well, train tracks), travelling up to the Midlands to see a client. Offering world-class customer service varies little, in principle, whether you are serving coffee or installing servers.

Let's go back to the future--it is time to start planning now for customer service in 2021

Ian Jacobs

In the film, Marty McFly and Doc Brown time traveled to October 21, 2015 and had the opportunity to observe potential technologies and experiences of the future. Rather than time traveling, we evaluated the technologies based on their newness, business complexity, and technological complexity so AD&D pros can adequately plan for the necessary amount of time to develop these five technologies and build the appropriate business cases for budgeting.

Uber – My New Favorite Company!

Chad Schaeffer

During my travels two companies really caught my attention. Brilliant service, especially for business travelers. Improving the Consumer Experience Cab Chad Schaeffer Consumer Experience Marketing Cloud No Fluff Social Customer Care Taxi Travel Twitter Uber

Four Customer Service Lessons from a Stevie Award Winner


Squaremouth is an online travel insurance company that compares travel insurance products from every major provider in the United States. They allow travelers the opportunity to compare and purchase travel insurance using their “comparison engine” that has over 40,000 customer reviews.

These Two Little Tips are Making Contact Centers Rich

Call Center Coach

Travel the world over and you’ll find that contact centers have some similar trials and tribulations attempting to deliver great customer service. Being a world-traveled professional speaker on customer service, he was sure to have an interesting (and global) perspective.

Why Marriott Is Not ‘Plugged In’ to the Customer Experience

Chad Schaeffer

Another travel company recently caught my attention for the wrong reason. Since I entered the work force in 1999 most of my years I’ve spent traveling a few days a week. ” Baloney, in fact a family traveling on the weekend is going to be a bigger problem.