Articles tagged “customer experience”

Nearly every travel brand knows that direct bookings offer a powerful opportunity to take control of their relationship with customers. But knowing how to make it happen can be challenging. The emerging set of best practices below offers a road map to move from idea to action.

Travel providers need to step up the experiences they offer to compete in an increasingly crowded market –– and those in the cruise sector are no exception. With the recent announcement that it’s overhauling three of its ships, Windstar Cruises is one example of a cruise brand that realizes this.

The digital transformation that the airline industry has undergone in recent years has helped fuel a customer-centric approach. But there’s still opportunity for improvement as far as behind-the-scenes tech infrastructure goes.

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.