In today’s digital, hyper-connected world, consumers are savvy and quick to judge. Couple that with increasing competition from industry leaders and new market entrants, and brands today are left with little room for error.
To remain relevant amid today’s myriad complexities, it is critical for brands to build customer loyalty and create unique experiences to set themselves apart from the rest of the pack.
https://www.mediapost.com/publications/article/311631/travel-industry-revelation-taking-customer-experi.html/
Why is customer experience such a hot topic and buzz phrase in the travel industry (and others)?
Answer: because in the age of the experience economy the quality of customer interactions at each stage of the path to purchase builds customer loyalty and advocacy. Both are closely aligned to profits.
The reality is, big data and technology have enabled brands to understand us better – often better than we understand ourselves (I sometimes joke that Google knows me better than my partner does).
https://www.hospitalitynet.org/opinion/4086016.html/
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