From cabin fever to revenge travel, there are plenty of people around the world anxious to hit the road. Unwinding at a luxury destination or reconnecting with loved ones, though, travelers will be prioritizing safety and customer experience. How can you prepare?

1. Jet, Set, Go!
Customer Experience in Travel and Tourism

2. • The travel and tourism industry was
significantly disrupted in 2020.
• With COVID restrictions on travel,
businesses were driven to create
innovative ways to cater to customer
demands.
• In fact, some airlines offered “flights
to nowhere" to serve those who
were travel-starved.
• The world is ready to travel again,
and with changing guidelines in
place, this is becoming
increasingly possible.
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3. • But now that the world is finally
opening up and normalcy is on the
horizon, businesses are looking to
attract more guests and revive global
travel and tourism.
• In fact, the world is now bracing for
“revenge travel”—the pent-
up demand for travel experiences.
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4. The Role of Customer Experience in
Travel and Tourism

5. • Customer experience has become an
integral part of business strategy
across industries, but travel and
tourism take it to a whole new level.
• Even though this industry still has a
long road to recovery, customer
experience is key to:
• Igniting guest/customer interest
• Alleviating anxieties
• Creating an environment of
assurance and comfort
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6. Customer Experience:
The Game Changer

7. • When it comes to travel and tourism,
now is the time to be proactive
instead of reactive in understanding
customer needs.
• This is especially true if you want to
take advantage of early “revenge
travel” trends, as people finally get a
chance to explore the world with
reduced restrictions.
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8. • Take customer support, for example:
As more people plan to travel, the
number of inquiries businesses
receive will increase as well.
• So, when the reduced staff try to
handle this higher load, it will
immediately impact the quality of
service that customers receive.
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9. • Proactively setting processes in place
will help your team and customers
to maintain clear communication.
• Anxiety is still running high. Being
consistent can help to diffuse stress.
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10. Critical CX Differentiators
For Travel and Tourism

11. www.SoGoSurvey.com
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• Be present across channels and
reduce response times so your
customers have all the information
they need – whenever they need it.
• Talk about the precautions you’re
taking, promote testimonials, and
show people they are safe.
• The more assured your prospective
guests feel, the more likely they are to
choose you.
Be Present

12. www.SoGoSurvey.com
Follow Through
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• SoGoConnect helps you stay ahead of
it all by flagging concerns, redirecting
tickets to the proper teams, and
helping you close the loop to make
sure your customers are at ease.

13. www.SoGoSurvey.com
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• Sometimes the right answer isn’t the
obvious one.
• With pandemic restrictions easing,
more people are committed to travel
this year.
• However, travel anxiety is still high.
Ask for Feedback
(or Just Insights)

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• Many people haven’t flown for more
than a year and doing so now comes
with its own sense of worry.
• While the concern about precautions
might be the obvious worry customers
face, sometimes the uncertainty about
this new experience poses challenges.
• By proactively reaching out to collect
feedback, insights, and expectations,
you'll learn how to put your clients at
ease and create a more fulfilling
experience.

15. Give employees more autonomy
• Global travel restrictions are still
very much in place, and sudden
changes in circumstances can disrupt
your customers' travel plans in
seconds.
• In such cases, it’s essential
to prioritize customer comfort –and
the best way to do that is to give your
employees more autonomy to make
the right decisions on the spot.
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16. • If they think it’s best to immediately
offer a customer a change in booking
or a quick cancellation without
requiring the customer to jump
through hoops – that’s their call.
• That will prevent customers from
waiting in long lines or on hold and
demonstrates that your customers are
a priority (and reduce the stress on
your employees as well!).
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• Travel is picking up, but it may still be
a while before the industry fully
recovers.
• As hotels and airlines begin
advertising indulgent escapes, it’s the
customer experience they deliver that
will make all the difference.

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20. Thank you!