Mapping the Customer Journey in Travel and Tourism
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Whether it’s a wider selection of products and services, greater payment options at the checkout stage, speedier query resolution, or more customised attention in-trip (and indeed post-trip), consumer standards around the make-up of great CX in the travel and tourism sector are skyrocketing. On top of that, travel brands must also contend with razor-thin margins and a labyrinthine path to purchase that can last anything from days to years across sometimes thousands of touchpoints.
But, against all these rising expectations and stark challenges there are profound opportunities.
In this episode, easyJet holidays’ Senior Strategy Manager Louie Davis breaks down what these opportunities are and how to capitalise on them. Tune in to hear how Louie’s team categorise the customer journey in five key stages by utilising customer feedback, anticipating consumer behaviour, and creating customer segments to tailor communications.
We dive into:
- How travel brands can start to build early relationships with consumers
- What CX teams can do to accompany consumers in crucial moments of influence
- Ways to manage the payment process effectively
- The tools and tactics that can deliver personalisation in-trip and post-trip
- How to drive and nurture loyalty in such a competitive environment
- The future of CX in travel and tourism
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Subscribe to the series on Spotify: https://open.spotify.com/show/4GD1rdZR1yvayRrcdLPHO2
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