1、Travel&Tourism:5 Tactics for Customer-Driven DifferentiationE B O O KIf there is any industry that relies on positive customer experiences to succeed,its travel and tourism.Unlike day-to-day transactions like grocery shopping,dropping off a car for repair,or paying a mobile phone bill,when people ar

2、e traveling,they expect a great experienceWhen people are traveling,they expect a great experience.An excellent customer experience has always been a focus for many organizations,but what has evolved over time is how companies measure that experience.It used to be that customer feedback was shared t

3、hrough suggestion boxes on the reception counter,but the rise of social media and re-view websites changed the way the hospitality industry listens to the voice of customer.Now,guests arent just telling you what they thought of your hoteltheyre telling the world.In response,companies must evolve the

4、ir approach to not just listen to customers directly through surveys,but to include other indirect data sources so they can gain a holistic picture of the customer experience,and then take action to increase loyalty and grow the business!If an airline,agency,hotel,or resort wants to differentiate fr

5、om the competition by optimizing their customer experience,there are several tactics which they must employ throughout each touchpoint:Personalized Packages&Offerings Tailored Membership ProgramsTargeted Marketing Outreach1235Optimized Approach to Customer Data4Empowered&Engaged StaffPersonalization

6、 is a major trend in the CX industry,and for good reason.When companies put in the effort to tailor every element to a customers preference,that customer feels valued.This is an equation for customer satisfaction that the travel and tourism industries can easily utilize by paying attention to specif