Articles tagged “customer service”

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New Report: 10 Business Travel Trends for 2020

New Report: 10 Business Travel Trends for 2020

TripActions + Skift

What’s in store for the business travel sector in 2020? Our newest trend report, created in partnership with corporate travel management leader TripActions, offers a prediction on the 10 trends that will have the biggest impact on business travel in the year ahead.

18 hours ago

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Executive Q&A: How Airlines are Improving Passenger Experiences With a Customer-First Approach

Executive Q&A: How Airlines are Improving Passenger Experiences With a Customer-First Approach

Salesforce + Skift

Higher customer service expectations in the airline industry mandates a new approach to using innovative technology. This means not only deploying solutions to improve direct-to-customer experiences but also empowering employees to provide exceptional service at every touchpoint.

4 months ago

Newly Public Customer Feedback Firm Medallia Must Overcome Survey Fatigue

Newly Public Customer Feedback Firm Medallia Must Overcome Survey Fatigue

Sean O'Neill, Skift

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.

5 months ago

Expedia to Connect Travelers With Hotels When Their Flights Are Delayed

Expedia to Connect Travelers With Hotels When Their Flights Are Delayed

Dennis Schaal, Skift

Expedia wants to help put customers in touch with hotels to sort out travel complications. That seems like it would be a complicated dance because Expedia doesn't readily share much customer information with hotels, a longtime grievance in the lodging industry.

6 months ago

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Executive Q&A: Hospitality Leaders Need to Offer Their Frontline Employees More Than a Paycheck

Executive Q&A: Hospitality Leaders Need to Offer Their Frontline Employees More Than a Paycheck

FPG + Skift

A property’s frontline staff is typically the heart of any hotel operation. Investing in these employees, both professionally and personally, can lead to major enhancements in company culture and revenue.

6 months ago

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

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

Sean O'Neill, Skift

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.

10 months ago

All Nippon Airways Boost to Philippines Tourism and 7 Other Aviation Trends This Week

All Nippon Airways Boost to Philippines Tourism and 7 Other Aviation Trends This Week

Isaac Carey, Skift

This week in aviation, an All Nippon Airways deal could help the Philippine tourism industry, airlines target millennials with premium economy seats, and American Airlines struggles to deal with tumbling customer satisfaction.

10 months ago

The Poetry of Hospitality Revolves Around Anticipation and Empathy

The Poetry of Hospitality Revolves Around Anticipation and Empathy

Colin Nagy, Skift

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.

2 years ago

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Redefining the Guest Experience with Better Hotel Technology

Redefining the Guest Experience with Better Hotel Technology

Cenium + Skift

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.

2 years ago

Mall Operator Westfield Emulates Luxury Hotels for New Service Style

Mall Operator Westfield Emulates Luxury Hotels for New Service Style

Samantha Shankman, Skift

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.

2 years ago

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From Baby Boomers to Millennials: Why Travel Companies Need to Tailor Their Customer Support

From Baby Boomers to Millennials: Why Travel Companies Need to Tailor Their Customer Support

[24]7 + Skift

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!

2 years ago

Delta Air Lines Will Take Some Customer Service Calls via Video Chat

Delta Air Lines Will Take Some Customer Service Calls via Video Chat

Brian Sumers, Skift

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.

2 years ago