Great Online Presence is Not Good Enough
As travel buyers demand exceptional service at every point of interaction, running a technically integrated travel enterprise across all customer touch-points has become a minimum requirement of doing business in the travel sector.
In addition, all firms within the travel supply chain including travel suppliers and intermediaries require the same level of tightly-knit integration across their buinsess platforms in order to deliver a seemless customer experience.
A simple concept. Maddening to execute.
The good news is that most firms in the travel space are now using robust CRM systems to better understand their client relationships and provide all personnel with the facts and data needed to make informed customer decisions at the point of service.
The New Southwest Effect
Unfortunately this integrated service capability has merely become a cost of doing business and no longer differentiates a travel enterprise in the mind of the travel buyer.
To further illustrate this point, Southwest Airlines has developed a system that predicts the likelihood of a customer to become dissatisfied with the airline after a negative service issue such as flight delays or cancellations. This system then automatically provides the customer with an appropriate level of compensation consistent with the service failure. In essence, with the use of predicitive systems Southwest is able to diffuse the pending service complaint before the customer actually becomes emotionally dissatisfied with the company. Proactive services such as these effectively raises the bar on excellent service for all firms operating within the travel sector.
Welcome to the new level of travel buyer expecations!
The act of waiting for a call from the dissatisfied customer is insufficient…travel providers must use technology to get ahead of travel expectations if they are to compete successfully in the future. Most travel organizations are completely unprepared for this technical change, and will struggle under the weight of legacy systems when attempting to satisfy more demanding buyer expectations.
We’re Experienced Operators
We know this because we’ve operated global travel enterprises in this environment and have developed these systems from the ground-up. We’ve also experienced, first-hand, the extent and depth of technical constraints legacy travel systems impose upon travel operators.
Because we have a deep understanding of these many and real technical challenges, you’ll find that our recommendations are practical to execute because they’re tempered by the real-world operating envronment in which operators find themselves.
To ensure that any technical plan is successfully executed, we’ll also provide hands-on program management services integrated with our unique ability to translate the technical strategy into discrete points of action.
The result of a sound technical strategy is often found in:
- Technology choices that meet business goals
- Connection between business assets and processes
- Scalable systems for rapid deployment to meet business requirements
Contact Us
To learn how our technical services can help you meet new travel buyer expectations, please contact us. |
