The rise of social media has given customers a new platform for interacting with travel and hospitality companies, from airlines to car rental agencies. Today’s travel customers primarily use these digital technologies to coordinate logistics and log complaints; gone are the days of calling a reservation specialist to book flights or running through seating options at the check-in counter. Overall, today’s customers require less human interaction with travel companies than ever before. We have entered the age of the silent traveler.
Providing a personalized experience across channels and devices is extremely important nowadays where there are tons of travel sites to choose from. Knowing a customer on a one-to-one level is essential to create loyalty.
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Customer Engagement in the Age of the Silent Traveler
Posted by: Paula Shannon October 9, 2015 10:52 AMThe rise of social media has given customers a new platform for interacting with travel and hospitality companies, from airlines to car rental agencies. Today’s travel customers primarily use these digital technologies to coordinate logistics and log complaints; gone are the days of calling a reservation specialist to book flights or running through seating options at the check-in counter. Overall, today’s customers require less human interaction with travel companies than ever before. We have entered the age of the silent traveler.