A Success Story on Building a Culture of Customer Centricity

Having navigated some pretty strong headwinds over recent years, the travel industry has been regaining altitude of late with consumers hitting the roads and taking to the skies with a vengeance. This honeymoon period is not without its challenges for brands, though – demands are growing and expectations are rising. Fast. The imperative to put consumers at the centre of everything is now impossible for travel brands to ignore as loyalty flickers and the line between a good review and a bad one becomes increasingly thin.

In this episode, we’re joined by Louise Williams, the architect of TUI’s award-winning, internal-facing “Makers of Happy” programme that empowers employees with all the tools they need to build a truly customer-centric culture.

We dive into:

• Why and how this campaign came to life
• How she approached the task of getting everyone behind it
• Learnings associated with rolling out large-scale internal change across multiple markets
• How TUI is measuring the success of the initiative
• Best practices around driving loyalty in a hugely competitive landscape
• The role AI is playing in the design of TUI’s customer experiences

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Subscribe to the series on Spotify: https://open.spotify.com/show/4GD1rdZR1yvayRrcdLPHO2

For sponsorship opportunities, reach out to katie.judd@iqpc.co.uk

To register an interest in becoming a guest, get in touch via serece.hannon@iqpc.co.uk

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