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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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

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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.

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

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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).

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

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

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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.

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 Experience – Kyoto-style: By Beth Richardson

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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.

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

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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.

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

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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.

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

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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.

The Customer Experience Reality Check! The case of Manchester Airport

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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.

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

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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.

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 ….

DELTA Vs VIRGIN – a Customer Experience Comparison by Michael Bartlett

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

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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.

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

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

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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.

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.

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.

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

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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.

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

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

Norwegian – Customer Experience Review

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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.

Emirates Vs Etihad – Customer Experience Review

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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.

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

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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.

Heaven or Hell; what memories did you take away from your summer holiday this year?

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Customer Journeys Travel customer experience holiday holiday experiences holiday hell holiday memories memoriesSince I have been writing, summer holidays have been a regular feature in my posts.

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 Salesforce.com Social Customer Care Taxi Travel Twitter Uber

The wonderful sound of Customer Experience: Tales from South Africa

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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!

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

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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

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

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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.

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

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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

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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

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

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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.

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

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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!

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

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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.

Ryanair – the brand we can now learn to love

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