Travel brands that invest in creating innovative customer experiences will gain the upper-hand by showing a genuine understanding and interest of customers’ needs, wants and desires. World-class customer experience will be the defining trait of travel companies that thrive in the next five years.
The underlying trend is to make sure that any evolution in the customer journey is a positive one. But to create distinctive customer experiences, travel companies need to push the boundaries and adopt next-generation digital thinking and practices.
The customer experience strategy, organization and technology investment will of course vary for different travel stakeholders. But OCC identifies mobile as crucial to the DNA for all stakeholders looking to improve customer engagement in travel 2016.
Any company that fails to execute an effective mobile strategy is likely to lose business to the more customer experience focused ones.
So to strengthen your strategy and make this the best year for your business, OCC caught-up with TripAdvisor to share mobile, innovation and customer experience gold dust.
Adrian Hands, Head of eCommerce EMEA, TripAdvisor shares how successful travel brands will employ a more personal approach, showing that they care and want to offer-up relevant information that will make customers lives better somehow – and mobile will play a big role.
Adrian shares more insight @ The Customer-Centric Innovation in Travel Day (May 4, London)