Customer centricity in travel and hospitality
Few industries have been more impacted by the Covid-19 pandemic than travel and hospitality. The United Nations World Tourism Organization (UNTWO) labelled 2020 as the worst year in tourism history.
Market recovery forecasts for travel remain cautious for the rest of the year. While some form of rebound is predicted for international travel, many experts predict the bulk of customer demand will surge towards domestic travel and hospitality experiences.
Smart customer care will be a prime piece of the puzzle for the industry to rebuild the trust lost from any bad customer experiences (CX) in the last 12 months or nervousness around Covid-19 safety, as customers look to select their travel and hospitality providers of choice.
Download this guide to learn:
- How CX is a crucial survival tool for winning customer bookings
- How travel brands such as Virgin Voyages are injecting empathy into engagement strategies to reassure customers
- Ways to meaningfully reward and acknowledge customer loyalty
- The techniques industry brands are deploying to create memorable, immersive moments to boost guest satisfaction