Amidst new surveys within the travel industry, there are certain trends that continue to show up. Amongst them is a focus for travel companies of all kinds working to increase customer loyalty. Though this is not a new concept or theory amongst travel companies, it has never been more important. While travellers have many different options to choose from when it comes to their travel needs, it’s imperative that travel companies work on their customer service, reputation, and increase the loyalty that customers feel for them in their travel needs. Just one bad experience can put a bad taste in a traveller’s mouth and therefore it’s crucial to always be focused on building loyalty with the customer.
It’s important to remember first and foremost that people aren’t necessarily travelling like they used to. With a struggling economy and many people really watching their spending, travel is no longer the staple that it was once within family budgets. Therefore when people do opt to travel, they put more research into their plans. They can not only talk to others who have traveled to their chosen destinations, but they can get visibility to user reviews. This means that if a company treated a traveller badly or if there was a bad experience, it can be written about for the whole world to see.
This puts an increased pressure on travel companies to treat their customers right. Just one bad review can mean a potential customer can go elsewhere, and this can be harmful to travel companies. Not only that, but keeping an eye on what competitors are charging for flights or hotel rooms can make or break a potential sale. As passengers are able to easily compare prices, this too adds to the necessity to keep your customers happy. Loyalty may seem impossible to build up with travellers in this day and age, but a little incentive goes a long way. It’s quite important to focus on what each potential customer means to you as a business within the travel industry, and to therefore weight out the benefits of keeping them versus the risk of losing them.