Travel and Hospitality
Travel and hospitality is all about the experience.Make sure customers have a good one both online and off.
It doesn’t matter if it’s business or pleasure – a positive or negative travel experience is going to be known by a lot more people than just the traveler. How can the industry use the empowered consumer voice to its own advantage? The answer is simple: take the industry’s legendary focus on the customer experience and apply it within a modern context. We help clients personalize their approach to guest management wherever and whenever they travel.
True customer loyalty goes a lot deeper than a rewards program:
- We offer a suite of marketing analytics, digital marketing and multichannel sales solutions that optimize lead generation efforts and convert more interactions into bookings.
- Our Technology solutions help clients consolidate data storage and create a meaningful repository of customer information that can be used to track behaviors and preferences, customize offers and personalize messaging.
- Our Care solutions range from a technology and process modernization of a client’s existing infrastructure to a complete turnkey solution staffed with our own trained associates.
Travel and hospitality
Airline Reduces AHT with Quality, Not Speed
Our client wanted to avoid the mistakes of other airlines, such as missing opportunities to build long-term loyalty by showing they valued their customers. With our help they boosted CSAT scores and reduced AHT.
- 60 second reduction in average handle time (AHT)
- Increased customer satisfaction scores (CSAT)
- Higher employee satisfaction
Small business customers, big revenue impact
Our client was looking for a better way to access their untapped potential and sales opportunities in the SMB segment. We were able to build a customized sales engine and identify customer’s “Next Best Service”.
- Pulled high-value and high-churn customers from 1.1 million undefined accounts
- Exceeded revenue generation targets every month for the past 21 months
- Generate ROI of more than 300%
The CRM Destination for Luxury Travelers
When our client experienced rapid and substantial growth they realized it wouldn’t be possible to deliver the top-tier service of the past. We were able to design a customized solution that achieved their goal.
- 96% member retention rate maintained through merger
- Net Promoter Score® ranks higher than other travel services
- CRM solution brings customer life cycle into view for personalized interactions and sales opportunities