The coronavirus pandemic has brought about unprecedented challenges to both travel providers and their customers. While policies and procedures are constantly in flux, there are some steps travel brands can take to clearly communicate with their customers on the right channels at the right time.
Today, we’re publishing a new report by Bold360, “5 Ways Travel Brands Can Manage Customer Engagement in Times of Crisis,” which explores how companies can successfully serve the needs of customers and help their employees navigate these uncertain times.
Every day, the news headlines illustrate how the coronavirus is affecting the way we live, work, and play, upending every aspect of our daily lives in turn. Borders have been closed and travel has been paused — and of course, these changes are rippling throughout the larger travel industry in ways never seen before, leaving travelers and those employed in the industry scrambling for the most up-to-date information.
Having a consistent and clear customer engagement plan in place is one of the most important steps travel brands can take at the moment to help assuage traveler concerns and confusion. This will undoubtedly be challenging — policies and procedures, as well as the questions being asked by travelers, are shifting almost everyday, and customer-facing employees are trying to keep up as best they can. Despite these hurdles, travelers still want timely, clear, relevant information that can help them make smart decisions during this turbulent time. At the same time, employees are working in new environments and are facing unprecedented pressure to keep up with a record volume of customer inquiries.
In this whitepaper, produced in collaboration with SkiftX, Bold360 provides five actionable takeaways that travel brands can implement to strategically engage with customers during turbulent times.
The whitepaper looks at:
- Why customer engagement matters in times of crisis
- The importance of agility and adaptability
- The role of employee empowerment
- How to assess customer engagement tools
- Why customer data is imperative