Ever-present economic uncertainty, growing customer trepidation about security and safety, a call for environmental sustainability, and industry consolidation are but a few of the challenges facing the travel, leisure, and hospitality sector.
Then there’s the customer, too. Insisting on value and expecting extraordinary service, customers have unparalleled power and choice in how they spend their discretionary travel dollars. And the best loyalty program in the industry, one-to-one tiered service, and self-service initiatives mean little when a “moment of truth” goes wrong.
CCMC voice of the customer analytics are helping leaders in the travel, leisure, and hospitality sector engineer better customer experiences that increase loyalty and promote positive word-of-mouth in the marketplace.
We’re working closely with companies across the travel, leisure, and hospitality industries, including:
- Airlines
- Rental cars
- Rail transit
- Public transportation
- Hotels/accommodations
- Restaurants/dining
- Entertainment
Does your company know what matters most to customers and the bottom-line payback for delivering against those key drivers of the customer experience? CCMC has an acclaimed and results-based legacy of helping companies across the travel, leisure, and hospitality sector listen to the voice of the customer and realize the benefits of delivering a better customer experience.
We’re collaborating with our clients in the travel, leisure, and hospitality sector on: »
- In depth satisfaction and loyalty surveys that
- Identify the key drivers of customer satisfaction and loyalty
- Pinpoint competitive advantages and disadvantages
- Explore and validate customer needs
- Define the image and brand of the company
- Quantify the perception and awareness of existing products and services, as well as the feasibility of new offerings
- Identify the causes for lost customers
- Customer satisfaction and loyalty tracking programs that improve the customer experience, increase customer loyalty, and promote positive word-of-mouth advertising in the marketplace
- Customer care assessments that engineer best practices in service excellence across touch points
- Customer care training programs to enhance the communication skills of customer-facing staff