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.
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