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.

Travel 308

Create Effortless and Personal Experiences for Traveling Customers

Bright Pattern

Time away from work is a great way to de-stress, travel, and visit with friends and family. But vacation relaxation can be easily doomed if your travel and hospitality providers fail to deliver the highest level of customer service. travel

Bleisure customer experience: Meeting the needs of the modern traveler

TELUS International

Learn how to deliver exceptional customer service to travelers who blend business and leisure

Travel & Hospitality: Why 'experience' can make or break you

Eckoh

Customers are spending more of their money on experiences, such as travel and hotels, and less on possessions. But are travel and hospitality companies taking full advantage

The Future of Business Travel Is Customer Experience Innovation

Nexmo

The post The Future of Business Travel Is Customer Experience Innovation appeared first on Nexmo. Messaging Omnichannel Real-time Communications SMS Voice hospitality travel

Summer Travel Underscores Need for Airlines to Overhaul Customer Service

Aspect

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.

Why travel & hospitality brands should sweat the small stuff when it comes to data

TELUS International

Discover how small data can offer invaluable insight into consumers' travel and hospitality needs

What airlines are doing to master digital transformation

TELUS International

Travel and HospitalityDiscover the new technology airlines like Air Canada, Ryanair and Lufthansa are embracing in order to get closer to the customer.

13 Benefits of a Pilot Project Before Buying

West

Interactive Services Proactive Notifications & Mobility Professional Services Travel & Hospitality airline assistant audience benefits case study customer CX experience fail feedback implementation metrics pilot project risk savings SMS solution test travel variables

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

ijgolding

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).

Improve Your IVR, Improve the Customer Experience

Aspect

When my sister checked in at the airport for her outbound flight she discovered an issue with her frequent traveler number, A.K.A. On the eve of her departure, my sister started making phone calls to see if she could get to the bottom of her frequent traveler number.

Customer unhappiness and how to create it. A masterclass by Emirates

ijgolding

Being a regular traveller, I have witnessed the very worst human nature has to offer. The thing about air travel, is that it is a customer experience rife with stress. Travelling is tiring – it is physically and mentally draining.

4 Factors Increasing Call Volume at Your Business (and How Proactive Communication Can Help)

West

Healthcare Interactive Services Proactive Notifications & Mobility airline automotive business call case study center communication contact email emergency increasing insurance notification pharmacy proactive seasonality SMS strategy success text travel voice volume

Customer or Hostage? The unfortunate story of the UK passenger rail industry

ijgolding

Travelling to and from work can rarely be described as an experience we look forward to – whatever part of the world you come from. Yet for the hard working British worker, the daily travel experience has become more unpleasant than ever.

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

ijgolding

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.

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

ijgolding

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.

Thinking and acting in the interests of the customer. Have you enabled your people to do it?

ijgolding

Travelling as far and wide as I do, I consider myself extremely fortunate to witness first hand, customer experience in different cultural environments. That is until the very last day… With our flight departing at 23:25 at night, we had a day to kill before travelling to the airport.

Customer Experience – Kyoto-style: By Beth Richardson

ijgolding

Our travel insurer (CoverForYou) sent us this text. I hadn’t used them before, and didn’t need to claim, but I have just moved my annual business travel policy to them. Earlier this year I was lucky enough to visit Kyoto in Japan for a holiday.

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

ijgolding

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.

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

ijgolding

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.

The Customer Experience Reality Check! The case of Manchester Airport

ijgolding

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.

Customer Engagement Center Series: Service Intelligence

Aspect

Customer Experience English/US Travel customer service ITR IVR omni-channelLet’s recap what we’ve covered thus far in our customer engagement center series ….

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

ijgolding

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.

Norwegian – Customer Experience Review

ijgolding

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.

The wonderful sound of Customer Experience: Tales from South Africa

ijgolding

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!

Actions MUST speak louder than Words: United Airlines eat humble pie!

ijgolding

We will also be rolling out a new app for our employees that will enable them to provide on-the-spot goodwill gestures in the form of miles, travel credit and other amenities when your experience with us misses the mark.

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

ijgolding

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

ijgolding

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.

Heaven or Hell? What Customer Experience vacation memories do you have this year?

ijgolding

Customer Journeys CX Leadership Recovery Travel Brittany Ferries customer experience customer experience stories El Turronero holiday experiences holiday hell holiday memories Hotel Tres Reyes Le Meridien Le Meridien Ra memories summer holidays

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

ijgolding

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.

DELTA Vs VIRGIN – a Customer Experience Comparison by Michael Bartlett

ijgolding

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

ijgolding

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.

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

ijgolding

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.

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

ijgolding

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.

Fake Restaurant Rated London’s Best—A Social Media Cautionary Tale

Aspect

English/US Travel contact center fake reviews hospitality restaurants social mediaSavvy business leaders understand that in a digital age driven by customer experience, the contact center is the engine of success today. They also understand that the contact center’s responsibility has shifted from a relatively one-dimensional relationship with customers to an infinitely more complex omni-channel dynamic, which is being played out on social media at an ever-accelerating pace.

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

ijgolding

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

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

ijgolding

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.

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

ijgolding

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

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

ijgolding

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

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

ijgolding

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!

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.

Ryanair – the brand we can now learn to love

ijgolding

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

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

ijgolding

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.