As shown in a research carried out by Capital One, only 9 percent of travelers will book a trip based on brand loyalty. Tough crowd, right? Absolutely, and the truth is, we’re all susceptible to it. In this industry, people are more inclined to just go with the cheapest option. This is why travel organisations have to be more tactical in attracting and engendering loyalty from their customers.
More forward-thinking travel organisations are taking it one step further and setting themselves apart from the myriad of competitors out there and they’re doing this by way of personalised customer experiences – better known to travel marketers as ‘personalisation’.
Here’s a closer look at personalisation in the travel industry and the power of intertwining this customer data with user feedback.
https://mopinion.com/combining-customer-profiles-with-user-feedback/
“Our company,” the CEO’s voiced boomed cheerfully at the company's annual leadership conference, “is an industry leader in customer experience. I’m immensely proud of your efforts in establishing our global reputation for innovation and customer-centricity.” As the applause of the 300 or so company managers began to die down, I glanced at the executive vp sitting next to me. She appeared to be choking on some arugula.
“Yikes,” she muttered under under her breath.
I understood where she was coming from. The problem was it was highly unlikely that most of our company’s customers would have agreed with our CEO's assessment.
In fairness to him, his comments weren’t entirely unfounded; the company’s monthly metrics on customer experience did tell an exciting story. And, as for the marketing department collecting the data, its staff had used common and well-established methodologies.
But what our leader didn’t realize, was how much of the overall story was data-driven fiction. Specifically, the company's net promotor score -- a single-question metric that predicts customers' loyalty by assessing their likelihood to recommend a company or brand -- was being manipulated by the front-line employees and managers.
Read the full article here.
https://www.entrepreneur.com/article/329401/
Bookmarks on this page are managed by an admin user. 
