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Previous Reports

Social Media Customer Service in the Travel Industry

  • Social media counts for a nominal, and growing, percentage of customer service outside of phone, email, and live chat.
  • With new technology and social platforms, three-person social media teams, will no longer be able to keep up with the surge of customer service inquiries.
  • As consumers and businesses continue to interact, they are building relationships that are becoming mutually beneficial due to the information exchanged.

The Rise of the Silent Traveler: Reaching Out to the Mobile-First Travel Consumer

  • The silent traveler defined — who they are, what they want, how they travel.
  • Brands respond to the silent traveler: from technology to customer-service strategies, how the industry is reaching out to the digitally savvy and self-reliant consumer.=
  • New approaches to the brand-consumer conversation; the silent traveler isn't so silent, after all.

The Changing Business of Summer Travel

  • Peak consumer confidence drives pricing power this summer.
  • Experiential content is a requirement for sophisticated consumers.
  • Affluent travelers remain a powerhouse of travel spending, especially during peak season.

The Rise of Female Business Travelers

  • Security is top on the list of what women look for when they travel for business (or pleasure)
  • Women would much rather have free Wi-Fi and plenty of it
  • Women are likely to join loyalty programs and stick with brands they like
  • Women actively share information, with their extended network of friends and colleagues.