After an unprecedented decline due to the pandemic, travel is back—in a way that the industry was unprepared1 for. It’s no secret that people worldwide are itching to travel, so much so that the United Nations World Tourism Organization predicts tourism to reach about 80-95%2 of pre-pandemic levels in the coming months and beyond. And with the deluge of jet-setters, vacationers, and business travelers set to arrive at their respective destinations, there will follow unprecedented competition among travel and hospitality industry players.
Consumers have changed significantly—a negative review can now be more detrimental3 than a bad product. In the same way, customers have high expectations for their shopping and retail experiences; they also anticipate seamless and extraordinary customer experience (CX) during their trips—from planning to their return home.
People are also more likely nowadays to experiment with new experiences and brands.3 To stay competitive, travel and hospitality players should revisit, and sometimes even overhaul, their customer experience strategies, ensuring that they provide the absolute best in CX possible for guests.
Investing in innovative and targeted solutions to improve customer experience in hospitality and travel customer journey will be crucial, be it a hotel business, travel agency, or airline.
To get a better grasp of how the current consumer landscape is unfolding, let’s take a look at some key statistics:
Consumers are ready to spend more, making up for lost travel time
Sustainability as a secret to success
Travelers are constantly researching
Given these insights, it’s clear that players in the sector can substantially improve their customer experience in hospitality by providing more “upgrade” options or luxury offerings. Additionally, with the increased awareness and sensitivity towards pro-environment initiatives, businesses should invest more in sustainable campaigns, products, and services. Lastly, with travelers constantly looking to the web for inspiration, online presence shouldn’t be taken for granted.
Now that we have a better understanding of consumers, how can businesses elevate their customer experience in hospitality or travel customer journey? Here are some great examples:
Providing reliable customer experience in hospitality might be the bread and butter of most companies in the industry, but providing an exceptional one will be challenging in today’s demanding consumer landscape. If you’re looking for ways to increase customer satisfaction through Ridiculously Good experiences, you can’t go wrong with Us.
Recognized by the Everest Group as the World’s Fastest Business Process (Outsourcing) Service Provider in 2022 and with glowing reviews in Gartner Peer Insights Review, TaskUs can help you get miles ahead of your competition.
For years, one of the world’s leading online booking applications simplified reserving hotel rooms at a discounted rate, setting the standard for CX while growing to serve over 15 million users and counting.
Due to the app’s continued exponential growth and seasonal volume, customers often faced long hold times and poor customer service. They needed a CX partner that was agile enough to quickly scale up and down for seasonal volume fluctuations while controlling costs.
As their new BPO partner, TaskUs:
We power the most disruptive and high-growth travel and hospitality brands worldwide through pioneering AI solutions, optimizing operational processes, driving cost efficiencies, and maximizing omnichannel customer experiences.