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How Travel Brands Thrive in the ‘Expectation Economy’ – Digital Marketing News This Week

Jeremy Kressman

Photo Credit: "On-demand" apps like Lyft are fundamentally reshaping consumers' expectations for customer service. Lyft

Skift Take

Uber, Lyft, and their rivals aren't just disrupting the taxi industry. The companies have set a new standard of service that all brands in the travel industry are being forced to imitate, whether they're ready or not.

It's easy to see how companies like Uber have fundamentally changed the taxi and transportation industry. But all threats to taxi cab owners aside, what's been less widely discussed is how on-demand services like Uber fundamentally change customer expectations for all travel services. Whether you run a hotel, travel agency or tours company, the seamless, instantaneous nature of "on-demand" services is forcing a wholesale rethink of how all travel businesses address the ever-increasing demands of their technology-savvy customers. How is it possible to do that on a limited budget? Where should a travel marketer prioritize? Read on below for more analysis. Thriving in the "Expec

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