A personalized Personalized experiences have become the expectation of every traveler
When speaking to the Washington Post, Danny Turner, the Global Senior Vice President of Creative Programming at Mood Media, had this to say, “more and more brands are changing their perspective from a brand-first position to a more customer-focused effort.”
Essentially, each traveler expects the heightened customer service efforts of the pandemic to remain long after the pandemic is a distant memory. “Companies that treat travelers with appreciation and personalized service will have the edge over the ones where you feel like a number,” says Jeff Galak, Associate Professor of Marketing at Carnegie Mellon University’s Tepper School of Business, also while speaking to the Wall Street Journal.
As the title implies, customers don’t want the cookie-cutter travel packages of the past – they want to travel on their own terms. Hospitality on the guests’ terms means hotels need to offer more flexibility in bookings, room selection, and rewards programs.
In addition to pleasing customers, offering more choices to hotel guests introduces more opportunities for new revenue streams. But that’s not all, Berkshire Hathaway Travel Protection’s latest State of Travel Insurance report states that travelers want more flexibility. Travelers are learning what hoteliers have known for years, that booking directly with a property offers more flexibility than booking with an OTA. Many OTAs fail to accommodate reservation changes or provide refunds in the event of a cancellation. New research suggests that despite the continued use of OTA’s, more travelers will book directly with properties.
To meet the rising expectations of a world where customer service is paramount, hotel professionals are turning to expertly trained call centers to man their voice channels, sell reservations, and increase revenue. As the role of customer service and personalized travel experiences grows, it’s more important than ever to have call center agents who know your property inside and out.