With a record 5.7 million passengers expected to fly domestically in the US between Dec. 20 and Jan. 6, this holiday season will put significant pressure on travel and hospitality businesses. High passenger volume, the heightened emotions of customers who are eager to reach their destinations, and rampant competition mean patience is limited and the risk of churn is high. Considering that more than two-thirds of companies compete primarily on the basis of customer experience, its critical that companies in these industries continue delivering exceptional experiences despite the busyness of the holidays.
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