Articles tagged “customer experience”

KLM is the first airline to put a live wait time on its social media pages, but its a feature that airlines serious about social customer service will quickly copy. Hopefully the competition means faster social responses for all flyers.

If customers reach out to a company on Twitter, it's because it is the most convenient channel. Redirects only frustrate and alienate already unhappy customers.

Betterific's platform might get the ideas rolling, but it's up to the brands to hear what consumers are saying and actually implement changes. And for many ideas, it'll be something that they're not willing to do.

Airlines' most frequent passengers aren't always serious business travelers. Sometimes they're people who see a slightly more humorous side to their experience.

Although mobile apps are becoming the go-to resource for guests’ booking and information needs, hotels still need to complement the technology with a concierge for guests that need or prefer human help.

Why is dealing with an airline on a customer service issue sometimes like speaking with a bureaucratic brick wall, an experience that would be anathema in another industry? Small claims court can be time-consuming, but it is an option for redress.

Cruise lines have to do more than avoid crashes and power outages since small issues also have a major impact on attracting repeat cruisers, the bread and butter of the cruising community.

Just as river cruises are becoming the hot thing in European travel, mother nature is stepping in -- in the form of seasonal floods and Global Warming-driven level rising -- to slow things down. Expect this to be a growing problem over the next few years.

Satisfaction surveys are more important that ever to hotels that prefer guests to gripe in the privacy of a survey than online, but airing bad service on social media has a way of pushing hotels to make a change.

Hotel chains are taking pains to different themselves with even the smallest details as they work to capture the largest share possible of the rebounding business travel market.