The travel and hospitality sector encompasses hotels, resorts, airlines, cruise lines, tour operators and more, offering guests food, lodging and transportation services and plays a significant role in the global economy.
With a 3% annual growth rate through 2027, it commands 10% of the world's GDP. In this dynamic landscape, mastering CX is paramount, especially in this high-speed sector. This whitepaper examines the importance of customer experience in travel and hospitality, the impact of technology on customer experience and the best practices brands can leverage to enhance CX.
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Importance of customer experience in the travel and hospitality industry
In the highly competitive travel and hospitality industry, providing a positive customer experience is crucial to retaining customers and attracting new ones. Prioritizing CX positions brands as leaders, fostering loyalty, recognition and stellar reputations. The result? Heightened loyalty, positive word-of-mouth and increased revenue.
Understanding customer experience in the travel and hospitality industry
Guests anticipate a memorable experience. Fail to deliver, they seek alternatives. Exceed expectations, and gain lifelong loyalty. Anticipate needs proactively. Learn to create positive CX, forging loyalists and brand evangelists.
Technology impact on travel and hospitality CX
Technology is changing the ways customers interact with travel and hospitality brands. It is now possible for guests to complete simple tasks themselves by clicking on a website to make reservations, visiting an online kiosk to check into their flight or downloading mobile apps that enable guests to unlock their hotel doors with a phone. Learn how to meet these expectations for complete satisfaction.
Best practices: How hotels and travel companies can enhance CX
An essential part of any brand's success, good CX is the ability to create an emotional connection with customers and build relationships that last. Travel and hospitality brands enhance customer experience with practices and strategies targeted to their customers’ needs with the kinds of experience most likely to have a positive impact —learn to ensure a great journey from planning to arrival.
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