During the 2017 Skift Global Forum in September in New York City, we heard from a host of the travel industry’s top leaders from across every sector.
In our behind-the-scenes conversation, Priceline Group CEO Glenn Fogel shared his thoughts about customer service, smartphone ubiquity, and mobile payments.
“Right now in the U.S., you have very little mobile adoption of payments for travel,” he said. “But in other parts of the world, China for example, everybody’s doing it on things like WeChat and using Alipay. And the phone is going to be the center for everything.”
Fogel said since becoming CEO of the company in January 2017 — and getting customer complaints directly — he has realized the importance of getting customer service right.
“When you’re traveling and something is going wrong, no matter whose fault it is … you want help, you want it immediately, and you want it fixed,” he said. “And that’s something that I think we’re going to put a lot more resources into, because I know that successful customer service, that builds loyalty for life.”