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Latest customer service trends in the travel industry

The relevance of customer experience and customer service in the travel and hospitality sector continues to be of the utmost importance.

In today’s world, customer experience has become a critical aspect of every business. The travel and hospitality industry is no exception, and the relevance of customer service in this sector cannot be overstated. As per the findings of a recent report by Teleperformance, about one-third of shoppers worldwide are willing to pay more for good customer service. This highlights the importance of delivering a seamless and personalized experience to customers in the travel and hospitality sector.

The report further revealed that customers in emerging markets such as India, Indonesia, and Mexico are more likely to pay a premium for good customer service. As these markets continue to grow, it is essential for travel and hospitality brands to recognize the significance of customer experience and invest in it accordingly.

According to another recent report by Euromonitor, travelers are looking for unique experiences that cater to their personal preferences. This highlights the importance of personalization in the travel and hospitality sector and brands need to understand their customers’ preferences and offer tailored experiences to meet their expectations.

Moreover, the report indicates that travelers are increasingly conscious of sustainability and are looking for eco-friendly options. Brands that prioritize sustainability and take steps to reduce their carbon footprint will have a competitive advantage in the market.

The State of Travel 2022 report by Skift Research further emphasizes the significance of customer experience in the travel and hospitality sector. The report states that in today’s highly competitive market, brands need to focus on creating a differentiated experience to stand out from the competition. This can be achieved by leveraging technology to offer personalized and frictionless experiences to customers.

The report also highlights the importance of customer feedback in improving customer experience. Brands need to actively seek feedback from their customers and use it to improve their services continually. This will not only help in enhancing the customer experience but also foster customer loyalty and retention.

In conclusion, the relevance of customer experience and customer service in the travel and hospitality sector continues to be of the utmost importance. With changing consumer preferences and increasing competition, brands that prioritize customer experience and invest in it will have a competitive advantage in the market. By betting on their customer service, leveraging technology, offering personalized experiences, and actively seeking customer feedback, travel and hospitality brands can enhance customer satisfaction and foster loyalty.

Vice Presidente of Travel & Tourism Solutions - Teleperformance Portugal | + Posts

João Taborda is Vice-President of Travel & Tourism Solutions at Teleperformance.
"I am a Sales and Finance Manager experienced in improving travel companies to fulfill their utmost potential! I love travel technology. My in-depth understanding of travel distribution (airlines, GDSs, travel agencies, etc) allows me to see the bigger picture and help travel companies enhance their technology and customer service. I have over 15 years of experience in the travel Industry."

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