Articles tagged “customer experience”

Announcements

Rebooting Customer Experience to Bring Back Travel’s Magic: New Skift-McKinsey Research

The Covid-19 pandemic upended life as we know it, and devastated the travel industry globally. As travel volumes are returning in many parts of the world, it will be essential to put renewed focus on customer experience in the months ahead. Travel companies that fail to do so risk being left behind in the recovery.

Rebooting Customer Experience to Bring Back Travel’s Magic: New Skift-McKinsey Research

Hotels

New Report: Back to Hospitality — Getting Smarter and More Profitable In a Post-Covid World

2021 is shaping up as a critical year for hospitality recovery and reinvention as countries around the world start to reopen to tourism. In this new report, Skift and Oracle Hospitality present the results of a 2021 global research study exploring business strategies, guest needs, and emerging technologies hotels will use to accelerate their recovery.

New Report: Back to Hospitality — Getting Smarter and More Profitable In a Post-Covid World

Hotels

Skift Loyalty and Subscription Summit Video: What Engagement Tells Us About Loyalty

In this Skift Loyalty and Subscription Summit video, Chris Anderson, Professor at Cornell University, and Geoffrey Ryskamp, Global Head of Hospitality, Travel & Leisure at Medallia, discuss findings from new research and offer tips on how to leverage post-stay engagement as part of the customer retention cycle.

Skift Loyalty and Subscription Summit Video: What Engagement Tells Us About Loyalty

Online Travel

5 Human-Centric Digital Strategies for Travel Marketers to Thrive in 2021

In today’s era of accelerated digital transformation, travel brands need to approach the consumer journey with a more nimble mindset. Companies that can bring people-inspired digital business solutions to the table stand a good chance of thriving post-recovery.

5 Human-Centric Digital Strategies for Travel Marketers to Thrive in 2021
Free Read

Hotels

Accor Strengthens Its Footprint in the Collection Brand Space

Branded collections are a way for hotel companies to meet the emerging needs of both independent hoteliers and today’s traveler. Accor is staking a claim in the space in a big way, adding a second branded collection to its portfolio.

Accor Strengthens Its Footprint in the Collection Brand Space

Online Travel

Executive Q&A: How The Hospitality Customer Experience Will Evolve in 2021

After a year that challenged the hospitality industry like never before, it’s time to take stock. In this interview with Medallia’s Geoff Ryskamp, we explore what the sector can learn from 2020, and what the future might hold for guest experience.

Executive Q&A: How The Hospitality Customer Experience Will Evolve in 2021

Online Travel

Newly Public Customer Feedback Firm Medallia Must Overcome Survey Fatigue

Medallia has pleased investors so far with the sales of its enterprise software for tracking customer feedback. But burnout on surveys is an industrywide problem, especially in travel. It remains an open question whether Medallia and its rival tech vendors can overcome the issue.

Newly Public Customer Feedback Firm Medallia Must Overcome Survey Fatigue

Airlines

Delta Air Lines Plans to Reduce Seat Recline in Bet to Make Flyers Happy

This could go one of two ways. Passengers could revolt, taking to social media to complain about Delta's decision to reduce recline on 62 airplanes. Or customers could be pleasantly surprised at how much space they'll have under Delta's new test configuration.

Delta Air Lines Plans to Reduce Seat Recline in Bet to Make Flyers Happy

Online Travel

Traveler Sentiment Tracking Gets Spotlight With Medallia’s Intent to Go Public

Customer-experience software companies Medallia, which is planning to go public this year, and Qualtrics, which SAP has just acquired for $8 billion, are receiving cash injections that should rev up their services. That's significant news for travel businesses that depend heavily on positive customer sentiment but increasingly face customer survey fatigue.

Traveler Sentiment Tracking Gets Spotlight With Medallia’s Intent to Go Public

Partnerships

Becoming Guest-Centric: Why Hotel Marketing Needs to Change

In order to stay competitive, hotels need to shift away from marketing that only highlights themselves and focus on strategies that put guests first.

Becoming Guest-Centric: Why Hotel Marketing Needs to Change