Articles tagged “customer experience”

Today’s consumer no longer thinks about loyalty solely in terms of points and miles. That’s created a growing opportunity for travel brands to rethink the strategies they use to build loyalty with travelers.

High-quality customer data is the fuel powering today’s personalization-driven travel marketing campaigns. Unfortunately, too many companies don’t have enough access to customer data to fully understand customers’ habits and preferences. Thankfully, there is now a growing range of solutions to help fill in the gaps.

Today's most forward-thinking travel brands aren't just thinking about mobile. They're thinking about how to connect the dots between mobile and every aspect of the travel experience, from trip research to purchase to the in-trip journey.

While we sometimes focus our adulation in other spheres such as startups and their founders, hoteliers need to be recognized for the hidden creativity that goes into doing their jobs well.

Brands need to deliver the right information at the right time to the right device in order to succeed with today’s travelers. Those that are engaging with customer touchpoints throughout the entire travel journey are the ones making the most impact.

Jonathan Keane, Managing Director, Aviation at Accenture, spoke with Skift CEO and Founder, Rafat Ali, about how companies can embrace hyper-relevance and vitality to create a living business.

Hotels are looking at the guest experience and the offerings available in more sophisticated ways than ever before. However, the current technologies that these services are based upon limit the hotel’s ability to provide the guest with a seamless journey.

It is difficult to distill years of nuanced luxury training down into a single program, but Westfield's eagerness to look to luxury hospitality is a sign that it is headed in the right direction.

Travel providers should pay attention to the preferences in communication of different generations in order to provide optimal customer support to every customer. Download this free report to learn more!

Yes, Americans do make video calls in their everyday lives. But they make them using machines they own. Do airline passengers want to resolve issues by using one of five kiosks in an airport terminal? Perhaps some do, but we're betting many will find the phone just as useful. This seems like it would have a been a novel announcement in 2009.