Travel Customer Experience Management
You may not realize it, but the travel industry is one of the largest service providers in the world and incorporates – transportation, airlines, car rental providers, water transport providers, railways, and coach services. The travel industry is expected to employ an estimated 320 million people by the end of 2023 and a primary driver of success in the industry is the customer experience.
Don’t believe us? Ask yourself – when was the last time you had a bad experience on a flight? Did you purchase tickets with that airline again? Probably not if you could help it. The customer experience may be the most vital aspect of the travel industry and quality customer service at a travel-based business will help improve customer satisfaction, customer loyalty, and by extension, profitability.
Businesses, companies, and corporations in the travel industry strive to provide an unrivaled customer experience at every turn and with the right tools at your disposal, you can collect customer feedback, analyze customer trends, and find new ways to improve your level of customer service. The boostCX Customer Experience Platform provides the tools that you need to drive success in the travel industry.
Why Does Customer Experience Matter in the Travel Industry?
Customer service is the cardinal rule in the travel industry.
The customer experience is the sum of all interactions a customer has with a travel company, from the initial booking process to the end of their journey. A positive customer experience will differentiate a travel company in a highly competitive market, help build customer loyalty, and drive unprecedented growth.
In the travel industry, customers are presented with countless choices. There are an estimated 800 commercial airlines to choose from across the globe. With the advent of the digital age, customers can easily compare prices, read reviews, and book their travel arrangements with just a few quick clicks on their iPhone and this wealth of options means that customers are no longer solely influenced by price and place additional value on the overall experience a company provides.
With that said – a superior customer experience becomes a key differentiator in the travel industry. It’s not just about offering the best price or the most convenient schedule; it’s about providing seamless service, personalized interactions, and prompt responses to queries or issues. When that customer feels valued and their needs are met, they are far more likely to choose the same company for their future travel needs.
In addition to impacting customer retention, satisfied customers often become advocates for the company, sharing their positive experiences with friends and family on social media or leaving positive reviews online. Word-of-mouth marketing is free advertising and can attract new customers, further expanding the company’s customer base.
Therefore – a top-notch customer experience is about much more than just keeping current customers – it’s a magnet that pulls in new customers and cultivates a sense of loyalty that lasts for your brand.
How Can boostCX Help Improve the Customer Experience?
Innovative boostCX solutions can play a pivotal role in enhancing the customer experience in the travel industry. A primary element of the boostCX platform is a Survey Feedback and Closed-Loop Alert Management system that allows travel companies to gather valuable customer feedback via multiple channels with multilingual capabilities and respond promptly to any negative reviews, enhancing customer satisfaction. The Actionable Insights element offers performance management tools that help you identify customer experience trends and root causes, enabling data-driven decision making that can be implemented to improve your customer service.
The Text Analytics feature provides additional insights into customer service issues and how they can be addressed, compiling valuable customer feedback into rule-based categories, detecting the elements that matter most to your customers, providing alerts based on customer keywords, and creating visual tools to illustrate areas of concern. The boostCX Social tool allows companies to manage their online reputation effectively on social media platforms and review sites with automated alerts, allowing you to engage directly with your customers.
Are you looking for a Customer Experience Platform that can help you improve your level of customer satisfaction and loyalty? Contact the boostCX Team today to learn more about how we can help!