Since the days of coaching inns, providers of accommodation have had to focus on delivering the right customer experience to their guests. Constant competition and travelers sharing their feedback with those they encountered meant that inns could quickly gain a good reputation – or lose it just as swiftly if standards slipped.Today, the customer experience is even more vital...
The travel industry has been transformed by the rise of digital channels. Consumers now turn to the web first when researching and booking flights and holidays, using the reach of the internet to create tailor made itineraries, rather than visiting a high street travel agent. Sites such asTripAdvisor, along with social media, have also introduced a powerful way of sharing opinions about the s...
Social media has radically changed the relationship between brands and consumers. Today customers increasingly expect companies to quickly answer questions and queries via social networks such as Twitter and Facebook. Additionally, they are accustomed to leaving feedback through reviews sites such as TripAdvisor and Yelp. In fact, a J.D. Power study found that two thirds of customers who contacted...
Since online reviews became prevalent, championed by the likes of Amazon, their impact has spread widely across multiple industries. This has been driven by three main factors:The growth of ecommerce means that consumers are increasingly buying goods that they’ve not been able to see in person, meaning that they want assurance as to product quality.It gives buyers the opportunity to benchmar...
With the English weather remaining drab and grey and Easter coming up, many people are looking to book their summer holidays. But how they do it has changed dramatically over the last ten years due to the internet. The traditional trip to the High Street travel agent has been replaced by the web, which provides virtually unlimited choice of countries, flights, destinations and places to stay.Accor...
Travel is an industry that has been revolutionised by the internet. Traditional providers such as high street travel agents have had to radically change their business models in order to compete with websites such as Expedia and direct sales from both airlines and accommodation providers such as hotels.At the same time the web has opened up a new channel for customer service, with travellers able ...
The theft of personal data from up to 77 million users of Sony’s PlayStation Network is obviously headline news, particularly as it follows similar security breaches at the likes of Play.com and TripAdvisor.Moving beyond the incident itself, Sony now has the job of reassuring its customers by ensuring that they have the latest, most comprehensive information about the breach and its potentia...