customer experience: innovations in the travel & tourism

Customer Experience: Innovations in the Travel &

Tourism Experience…and Why it Matters

25 YEARS | 30 MILLION CUSTOMERS | 3 SECTORS

Our Topics

• To consider the consumer of the future

• Six trends

• To think about our consumers’ expectations

• What are the issues for business?

• To understand why Customer Experience matters

• To review a Customer Experience model

• To learn a new way to think about communication

Trend #1: the Demanding Consumer

• Demanding consumers

• Better educated

• Culturally aware

• Price sensitive

• Wider choice

Trend #2: Mobile Living

• Mobile living

• Living life through smart devices

• Wearable technologies

• Big data

• Social media

• Augmented reality

• Facial recognition

Trend #3: Global Economy, Global Choice

• Global economy

• Deflation

• Disinflation

• Over supply

• More choice

“People are now curating

their lives” – Thomas Kochs,

General Manager, Claridge’s/Hotel Café

Royal, London

Trend #4: Technology, for Humans

• Professional concierge

• One to one predictions

• Technology enabled

Trend #5: Ageing/Ageless Society

• Demographics

• Ageing population

• Ageless society

• Family focused

Infographic: Helpage.org

Trend #6: A World Turned Upside Down

• Political instability

• Immigration

• Institutional failures

• Trust redefined

The Importance of Customer Service

“In the past year, I have taken my custom to a different shop or company because of poor customer service” - % who agree or agree strongly

Source: nVision Research | Base: 1,000–5,000 online respondents aged 16+, GB, 2012: Future Foundation

The Importance of Customer Service“We must be able to predict what the customer wants next. Today it is reactionary – after the fact.

In 2020 customers will expect firms to be ahead of them, knowing what they need before they themselves have shown the need.”

- Walker Information, Inc.

A Future Model for Service Excellence

OUR VISION…

A Model for Service Excellence

OUR VISION…

The Communication Process

The Communication Process

“The meaning of your

Communication is the

response you get”

- Gregory Bateson

• Sociable

• Dynamic

• Demonstrative

• Enthusiastic

• Persuasive

• Competitive

• Demanding

• Determined

• Strong-willed

• Purposeful

• Caring

• Encouraging

• Sharing

• Patient

• Relaxed

• Cautious

• Precise

• Deliberate

• Questioning

• Formal

Be a Zookeeper and get the response YOU mean!

Acknowledgements/Sources:

• Ian Yeoman, Associate Professor of Tourism Futures, Victoria University of Wellington

• [email protected]

• www.tomorrowstourist.com

• Walker Information, Inc.

• [email protected]

• Nick Brice, Futurist, Of Things Immaterial

www.ofthingsimmaterial.com

[email protected]

• Future Foundation

www.futurefoundation.net

mailto:[email protected]

http://www.tomorrowstourist.com/


http://www.walkerinfo.com/

http://www.ofthingsimmaterial.com/


http://www.futurefoundation.net/

Customer Experience: Innovations in the Travel &

Tourism Experience…and Why it Matters

customer experience: innovations in the travel & tourism

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