Articles tagged “SkiftX Showcase: Consulting”

Before Covid-19 hit, airports and airlines were boosting customer satisfaction by investing heavily in new services and innovative dining and retail experiences. Now, at a time when travelers are understandably cautious about returning to the skies, customer experience is more important than ever in helping to raise traveler confidence and ensure global travel’s long-term recovery.

Travel demand continues to rebuild at a slow pace due to Covid-19 border restrictions and health and safety concerns. Travel brands can shore up confidence and build loyalty by engaging with customers in meaningful ways throughout the travel journey, which includes pre- and post-trip airport touchpoints.

It’s true that travel loyalty programs have come a long way from the standard points-based system — but some may still have a long way to go when it comes to striking the right balance between customer value and business value.

The Covid-19 pandemic has altered nearly every aspect of the travel business as new habits, concerns, and demands become top of mind for consumers. Travel and hospitality companies should be paying close attention to these shifts to stay relevant and maintain trust in today’s challenging environment.

Airlines clearly have a lot on their plates at the moment, but putting a renewed focus on sustainability could serve as a rare bit of positivity for the industry.

It’s uncertain what the future holds for the travel industry. But there are some actions that companies can put into place now to prepare for the months and years ahead in a post-COVID-19 world.

Utilizing data is an integral part of how travel brands can offer a better customer experience. But securing this data, protecting customer privacy, and building trust can be equally essential to supporting both the human experience and the bottom line.

To succeed in today’s competitive marketplace, travel brands must find a way to humanize their interactions — even when customers are using digital channels to connect with them.