The travel industry has already changed so much in the last 10 years and it is important to understand how the customer journey has evolved. Below are 10 facts on how customers decide their next adventure and what influences their decisions.
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Topics: customer journey, brand reputation, travel and tourism
At first I thought that nothing could be worse than a delayed plane for travel companies. However, after exploring the PR disaster Flybe experienced on Twitter this week, I realised responding to consumers in real time is more important than ever. When a plane is delayed there is not much consumers can do but when they feel ignored, they can just shout louder.
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Topics: customer experience, Real Time, brand reputation, travel and tourism
