Janna DeVylder spoke at TravelTech 2013
description:
Customer First: Giving customers an excellent experience should be at the heart of every great travel business. This session looks at website user experience, differentiation, conversion and loyalty.
4. external
interactions
How and where the organisation
and the customer meet
experiences
What the customer takes away
from the interaction(s)
touchpoints
Key moments in the interaction
between organisation and customer
internal
systems
Technology and infrastructure
that a company relies upon to operate
channels
Medium with which the organisation
communicates with their customers
process
Ways of working. The policies that
guide how the business is run