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

A Skift Trends Report

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Released July 2014:

Skift is proposing a brand new model for looking at the mobile-first travel consumer. The silent traveler is the travel consumer who turns to their mobile devices first, seeking solution to in-trip challenges that used to be the primary domain of customer-service staff. At the same time, when they do turn to the in-person interaction, the silent traveler seeks a focused and highly personalized response. In this report, we examine the changes that these customers are creating across numerous verticals in the industry — and we look at the important opportunities they now present to travel brands that can adapt to their dynamic and evolving expectations.

  • 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.

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Companies in the report:

Egencia Delta
Cisco Future Travel Experience
WhatsBusy iFlyPro
FlightCasterPro Hilton Worldwide
TripAdvisor Marriott
The Leisure Pass Group Street Fight
GetYourGuide Findery
Wyse Travel Confederation HotelTonight
TechCrunch Shout
Drungli Cities Talking
TriplAgent Arrivalist