AXA Partners’ Post

In today’s competitive market, travel management organisations need to be #obsessed with Customer experience to build a brand and grow. Seamless communication, supported by Cirium data, is essential for building #customerloyalty. Discover proactive communication strategies for improved customer satisfaction in Jim Hetzel's new article: https://lnkd.in/ggjGvvVA #CustomerObsession #Travel #OTA #TMC #GroundTransport #AviationData

Delta Air Lines has always been obsessed with customer experience vs. customer service -- and there's a big difference between the two. My team supported the airport operations and we were diligent in trying to provide the best customer experience we could. We spent considerable training time on the difference between the two using an example such as this: Example of Providing Customer Service: Customer: My flight’s delayed, yet again.  Agent: I’m really sorry to hear you are delayed. Let me look and see when the flight is rescheduled. Customer: OK, thanks. Agent: OK, looks like I can get you booked on the next available flight, which is in three hours. I’ll also add some points to your frequent flyer account, and I’m sorry for the delay.  Customer: Thanks, I appreciate it. Example of Providing a Great Customer Experience: Customer: My flight’s delayed, yet again. Agent: I’m really sorry to hear you are delayed. Let me take a look. Customer: OK, thanks. Agent: OK, looks like you’ve been delayed on this route three times recently, and on two occasions, you’ve opted to drive. So I’ve gone ahead and rented you a car. I’ve also booked you on the last flight tonight, and I’ve reserved a room at your usual hotel and booked a seat on the first flight tomorrow.  Customer: Oh, wow. OK. That’s really great of you to do that for me. #customerexperience

Are your travel rate caps still cutting it? In our latest blog, Customer Insight Manager Abby Taylor dives into why keeping your rate caps up to date is more important than ever. With only 8% of customers making updates in 2024, there’s no better time to reassess! Abby reveals why regular check-ins are essential, how market trends can shake up compliance, and why tweaking your caps based on location could be your key to staying agile! Don’t get left behind - check out our blog, stay ahead of the game, and reach out if you’re ready to see how we can help! 💡 https://lnkd.in/eaQ-Kq6A #travelmanagement #ratecaps #businesstravel #insights #blog

There's no better time than the present to reassess your travel rate caps. In our latest blog, Customer Insight Manager Abby Taylor delves into why these caps need more than just an annual review. She also shares the latest trends, tips, and tricks to keep your rate caps in top shape! So, without further ado, dive into our blog to discover why staying agile is crucial and how location-specific caps could be your next move.💡 https://lnkd.in/e56UXJkc #travelmanagement #ratecaps #businesstravel #insights #blog

Seamless integration, real-time availability, and customization ensure convenient travel. Secure payment processing, loyalty programs, and accessibility features enhance customer satisfaction and loyalty while providing valuable data insights for service optimization. #cozumtr #cozumtrpaymentsystems  #payment  #city #digitalinnovation #ticket #reservation #travel #optimization

The Biden-Harris Automatic Ticket Refunds Policy brings a wave of positive change, not only for airlines but for all sectors within the travel industry. With a reduced need for customer-initiated refund requests, travelers experience greater convenience and peace of mind. This, in turn, leads to higher levels of satisfaction and loyalty across the board. However, as customer satisfaction reigns supreme, how should the travel industry handle the soaring customer expectations that come with it? Visit our blog for an in-depth look at the ground-breaking policy and its impact on customer expectations. https://buff.ly/4ceLfll #BeSuper #TravelIndustry #CustomerService #Airlines #Biden-Harris #CustomerExperience #TravelAgencies

In the competitive airline industry, delivering tailored products and services is key to winning customer loyalty and driving revenue. We recently helped a budget airline optimize their existing air search and merchandising engines, enabling them to dynamically personalize offers based on individual passenger profiles and travel preferences. The results? ✅Enhanced customer satisfaction ✅A 20% boost in response time ✅Increased sales of ancillary services—all while maintaining system stability and reducing resource costs. This project highlights how strategic upgrades can deliver tailored experiences that resonate with customers and drive business growth. Read the use case below - https://lnkd.in/d8RrwQ5N #AirlineTech #Personalization #TravelInnovation #CustomerExperience

Our FAQ Series is back like it never left! Been wondering about the difference between Trade Partner Plus and PartnerPlus Connect? Ena, our Customer Success Manager, explains everything you need to know about them in this video! #finchglowtravels #travel #hellotomorrow #yourtravelagentsagent #taag #faqfriday #travelfaqs #travelconsolidator #corporatetravel

Transforming IT, Boosting Business: Dive into our comprehensive case study with a major airline. Astreya's strategic IT solutions led to remarkable improvements in tech support efficiency, executive support precision, and service desk innovation. See how these changes translated into higher customer satisfaction and streamlined operations. https://hubs.li/Q02gCPCJ0 #ITTransformation #BusinessGrowth #AviationInnovation

If a bit of bragging isn't your thing, feel free to skip this post... We might be biased, but we're pretty sure we have the best Marine team in the industry - and the stats back us up! Our team goes above and beyond to get your people where they need to be safely, finding solutions for any eventuality. They're doing this with consistent positive customer feedback and an impressive NPS of +71. On top of that, our customer experience metrics show a 100% satisfaction rate, which is undeniably world-class. What an industry, and what a team to have on your side. Want to know more? Click the link below or get in touch with Caroline Murphy. #businesstravel #travelmanagement #marine #marineindustry #customerservice