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Travel companies are often ignoring customers

06/16/2021| 4:33:56 PM| 中文

Nearly half (46%) of customers take loyalty programs into consideration, but even more - 60% - say great customer service is critical.

The summer leisure travel season is upon us. As travelers start booking trips, catching flights and overnighting in hotels, there is even more pressure on travel and hospitality companies to provide exceptional customer experiences.

The pressure to improve customer support was already hitting the industry pre-COVID, and the demand for quick, personalized and effortless interactions has only taken off.

Providing good customer service doesn’t just impact reputation (and earn public praise), but also revenue: 82% of customers have stopped doing business with a company due to poor support and 32% have done this multiple times. Stellar customer service in the travel industry is even more necessary now in the post-COVID world.

So how is the travel industry delivering against these expectations today? The Customer Service Benchmark Report analyzes how 3,000 of the world’s airlines, hotels, cruise lines, online travel agencies and ground transportation companies provide support on two of the most popular digital platforms: email and Twitter.

It reveals that travel companies are failing to meet the demands of the modern traveler and are at risk of losing revenue and loyalty as a result.

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TAGS: customer experience | customer service | OTA
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