Enhance Customer Satisfaction In The Travel And Hospitality Industry

The travel and hospitality industry has considerably changed over the years. Today it is a highly competitive and volatile industry with customer support, retention, and loyalty attaining greater significance. The travel and hospitality industry includes the services of a wide range of companies namely private transportation providers, car rental services, tour operators, airlines, travel consolidators, tourist boards, cruise lines, railroads, hotels, lodging, resorts, restaurants and other real-estate intensive consumer businesses thus making customer services the essence of the industry.

Though the travel and hospitality industry have made great advances, it is still facing greater challenges in meeting the expectations of the customers. One of the important reasons for it is that today’s customers are continuously connected and have widespread access to travel information.

The advent of the internet and its paraphernalia and the growth of the mobile technology have made it easy for the consumers to book tickets, search for better prices, schedule updates and local information online. The competitive environment of the industry has also provided customers with different options thereby making them demanding for more. However, their demands for better service and more self-service for instance, a personalized experience with real-time information and assistance do not get the attention that it deserves. This is because the industry is dealing with a whole lot of issues of its own. Take for instance the cash-strapped airline industry. It is reeling under economic crisis due to high fuel and security costs.

In order to save the industry from losing its reputation any further, companies in the travel and hospitality industry must start investing in customer experience solutions. Since, customer service is often an immediate and personal need for travelers, customer interaction services help to effectively resolve some pressing customer problems at the moment, through talk, chat, or online – leading to happier travelers. For instance, with customer experience management, airlines would be able to detect quickly the cancellation of a consumer’s flight to send an alert to his/her Smartphone along with recommended rebooking options.

Thus, companies must deploy travel and hospitality customer experience solutions as it helps to ensure that customers receive prompt customer service, which eventually leads to enhanced customer satisfaction and customer experience.

Compared to other industries, the retail industry is one such industry where one can see more direct customer contact. Hence, providing good customer experience is of paramount importance as it benefits the retailers in two ways. Good customer service provides retailers the opportunity to meet new people and exceed customer expectations every day.

With the advancement in technology, to improve customer experience, organizations are rolling out more self service options such as websites, speech self-service, self-service kiosk, mobile apps, and other multi-channel strategies has enabled the creation of a positive Customer Experience. For the survival and growth of Industry customer experience has become a strategic focus for organizations today.

The conventional marketing theory suggests that the primary aspect that drives the demand for any product and/or service is the ability of product and/or service in itself to create the needed demand. The awareness of any given product and/or service thus far has been created through multiple print and media channels.