Enabling a Great Passenger Experience
Each one of us has been a guest in a hotel, on board of a ship, aircraft, or railway.
Each one of us has asked himself , ‘Isn’t there a special offer that would be interesting for me?’.
Be it my favorite food, perfume, magazine, or seating place on board the aircraft, or the train.
Be it a dining place, a concert, or a shop close to my hotel, or resort, which perfectly fits my personal needs.
Be it the location of special events on board of a cruise ship, or shore excursions that are interesting to me.
Wouldn’t it be an advantage if companies knew what makes me happy based on my past complaints and compliments about their services?
Wouldn’t it be great if this staff had insight into all my previous bookings, stays, trips, and social activities?
Wouldn’t it be perfect if they were aware that I am a Gold Status Loyalty Club Member?
And, wouldn’t it be just cool if the staff knew that I am travelling with my family or friends?
Let’s assume Travel & Leisure companies have full visibility into the customer journey:
They now will be able to directly respond to all kinds of special requirements of their guests WHILE they are in their reach.
They know the reason why customers are unhappy and can make an personalized offer or proposal to those.
They know exactly what their guest preferences are, what they bought in the past, and what they may now desire, and by now I mean now as in just this second even before asked. Customer YouTube Video.
They know they are travelling together with their family or friends. They also know one of their social body’s is around. So they can make arrangements to place them together.
Raised your interest? Curious to know more? Let’s discuss this further in our session on ‘Enabling a Great Passenger Experience: Social Awareness and the Full Customer Journey’ at the Travel & Transportation International Conference in Germany on 2 & 3 April 2014, and connect with us on twitter @saptravel.