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A customer-centric travel brand puts the customer journey at the core of everything it does. The result? Satisfied, repeat customers who are likely to recommend your products to others. To succeed in today’s travel marketplace, brands must put the customer experience at the centre of their business plans.
Even small moments of delight or frustration can shape a traveller’s perception. While some aspects of the travel experience are beyond our control, travel brands can take steps to understand the customer’s needs and to ensure that brand promises are kept. Investing in the customer experience is not just the right thing to do — a customer-centric approach benefits the organization in multiple ways. Satisfied customers are more likely to return and to recommend your product to others, ultimately helping to drive revenue and profit.
The evidence in support of customer-centricity is unequivocal, making it clear that organizations that fail to focus on the customer experience are putting themselves at a significant competitive disadvantage. Companies’ customer experience (CX) ratings are strongly correlated with revenue growth, according to research from McKinsey & Company. In the U.S., for example, companies designated as CX leaders grew their revenue more than twice as quickly as those dubbed CX laggards between 2016 and 2021. Satisfied travellers are more likely to repurchase and recommend to others—and when a brand manages to both satisfy and delight, the positive impact is even greater.
Here’s additional research that supports keeping the customer first:
Despite the importance of customer-centricity, travel organizations face a variety of challenges that can make it difficult to devote attention to “Voice of the Customer” (VoC) initiatives. Companies that fail to prioritize customers are missing out on crucial insights and opportunities to steer their business in the right direction. Or worse, if your brand fails to meet travellers’ needs, they will quickly jump ship.
True customer-centricity goes beyond collecting feedback or simply tracking VoC metrics. Building a traveller-centric organization means unifying the entire company around a customer experience strategy. This white paper, developed in collaboration with Allianz Partners, provides a roadmap, including best practices and examples, to focus your whole company around the customer journey. In this report, you’ll learn how to sharpen your company’s focus on the customer journey; best practices for collecting and leveraging customer feedback; and how to rally your organization around the customer experience.
A customer-centric travel brand puts the customer journey at the core of everything it does. The result? Satisfied, repeat customers who are likely to recommend your products to others. To succeed in today’s travel marketplace, brands must put the customer experience at the centre of their business plans.
Even small moments of delight or frustration can shape a traveller’s perception. While some aspects of the travel experience are beyond our control, travel brands can take steps to understand the customer’s needs and to ensure that brand promises are kept. Investing in the customer experience is not just the right thing to do — a customer-centric approach benefits the organization in multiple ways. Satisfied customers are more likely to return and to recommend your product to others, ultimately helping to drive revenue and profit.
The evidence in support of customer-centricity is unequivocal, making it clear that organizations that fail to focus on the customer experience are putting themselves at a significant competitive disadvantage. Companies’ customer experience (CX) ratings are strongly correlated with revenue growth, according to research from McKinsey & Company. In the U.S., for example, companies designated as CX leaders grew their revenue more than twice as quickly as those dubbed CX laggards between 2016 and 2021. Satisfied travellers are more likely to repurchase and recommend to others—and when a brand manages to both satisfy and delight, the positive impact is even greater.
Here’s additional research that supports keeping the customer first:
Despite the importance of customer-centricity, travel organizations face a variety of challenges that can make it difficult to devote attention to “Voice of the Customer” (VoC) initiatives. Companies that fail to prioritize customers are missing out on crucial insights and opportunities to steer their business in the right direction. Or worse, if your brand fails to meet travellers’ needs, they will quickly jump ship.
True customer-centricity goes beyond collecting feedback or simply tracking VoC metrics. Building a traveller-centric organization means unifying the entire company around a customer experience strategy. This white paper, developed in collaboration with Allianz Partners, provides a roadmap, including best practices and examples, to focus your whole company around the customer journey. In this report, you’ll learn how to sharpen your company’s focus on the customer journey; best practices for collecting and leveraging customer feedback; and how to rally your organization around the customer experience.
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