Articles tagged “customer experience”

In this report, we look at ways airlines can build more reliable paths to true passenger personalization, to reinforce brand, build strong loyalty relationships, reduce the burden on front-line personnel…

To benefit from the massive wave of travelers out of China, brands must work harder to help guests navigate language, cultural and payment barriers — mobile tools are a great first step.

Airports are starting to pay closer attention to customer experience, designing intelligent environments that are more connected, immersive and multi-sensory than ever before.

With more people traveling abroad than ever before, travel brands are increasingly expected to provide international customers with a seamless digital experience. The ones taking the tech-first approach are winning the battle for loyalty and direct bookings.

Smart travel marketers are shifting the way they think about the customer journey and focusing more on the moments that take place after a transaction is made. This report looks…

The hospitality industry is rich with guest & marketplace data, but it faces challenges in putting that data to use in the form of revenue-driving analytics. We look at key…

Hyatt is an early adopter of a new form of customer service for hotels: using Facebook Messenger to connect with guests, because in today's world, the key to being relevant is engaging with consumers on the platforms they are using.

Independent hotels compete in an industry that’s dominated by massive marketing budgets from chain-affiliated brands to online booking sites and Google. An online marketing and distribution strategy that integrates best…

As airlines seek to reclaim profits and acquire new customers, they must face complex relationships with OTAs and metasearch engines. In this paper, we consider how performance marketing, SEO, and…

Yes, KLM is on a league of its own by being able to leverage all the social care interactions into offers and purchases, but it's still working hard to integrate all its reservation systems, customer database, and social media interactions.