Travel marketing — as well as service marketing generally — depends on providing your customers a great experience every time for a pretty simple reason: The experience is the product. It’s not like there’s an object that “leaves the store” with them. Airlines, in particular, are learning this lesson the hard way right now as recent research shows declining customer satisfaction… despite improving operational execution.
This need to get it right, to at minimum meet your customers expectations every time, is the topic of this week’s Travel Tuesday post on TravelStuff, “What Are Your Customers Actually Buying?” Check it out.
Interested in more? Sign up for our free newsletter and get more information on how to build your social, local, mobile marketing strategy. And, if you’ve got a minute, you might enjoy some past coverage of customer experience in marketing, including:
- Thinks Out Loud Episode 16: Respect Your Customer
- What?!? You Mean There’s More to Customer Service Than Social Tools?
- 4 Steps to Improve Your Online Customer Experience
- How Long Can You Afford to Suck?
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