In an era where consumers are granted an abundance of choices, the distinguishing factor between businesses often boils down to one crucial aspect: the quality of customer support. Perhaps nowhere is this more pertinent than in the fast-paced sectors of travel and hospitality. Not only do these industries rely heavily on satisfying interpersonal interactions, but they also have the capacity to shape an individual’s entire trip experience. In this article, we will explore the integral role of customer support in travel and hospitality and how businesses can capitalize on its benefits.
Customer support refers to a range of services provided by a company to assist its customers in making cost effective and correct use of a product or service. The key to deliver excellent customer support involves resolving concerns effectively, ensuring customer satisfaction, and building a strong relationship with the customer. In the travel and hospitality industry, this might mean managing reservations, attending to special requests, or resolving complaints promptly and professionally.
A survey from American Express found that seven out of 10 consumers in the United States are willing to spend more with companies they believe provide excellent customer service. Therefore, it is evident how strong customer support can directly translate into profitability.
Crucial Role in Today’s Market
In travel and hospitality industries, customer support is under the microscope more than ever due to the rise of online reviews and social media. TripAdvisor reported that 93% of hoteliers say online traveler reviews are important for the future of their business. As such, a single negative experience, if made public, can have significant repercussions for a company’s reputation.
In fact, a study by Oracle found that 88% of consumers have avoided a company due to a negative review. When it comes to travel and hospitality services, this figure takes on an even greater significance as individuals are generally more discerning when it concerns their comfort and personal safety.
The Opportunity for Competitive Advantage
Despite its importance, many companies in the travel and hospitality sectors still fall short when it comes to customer support. According to a report by Drift, only 14% of the businesses surveyed responded within five minutes when contacted via social media. This presents a unique opportunity for companies to gain a competitive edge by establishing robust customer support.
Successful companies in these industries, such as Marriott, Emirates and Airbnb, offer 24/7 customer support, providing real-time assistance to their guests. These companies understand that a positive customer support experience can create loyal customers and provide a significant return on investment.
A positive customer support experience is not just about solving problems; it’s about engaging customers in a way that makes them feel valued. A study by PWC showed that customers are willing to pay up to 16% more for a product or service if the company provided a better customer experience. For the travel and hospitality industry, this can make a significant difference to both the top and bottom line.
Conclusion
As competition in the travel and hospitality industries continues to heat up, there has never been a more crucial time to prioritize customer support. By creating a customer-centric organization, companies not only have the chance to distinguish themselves from their competitors but also to forge deeper relationships with their customers, ultimately leading to improved profitability and customer loyalty.
Both a challenge and an opportunity, customer support stands as the crux around which the success of organizations in the travel and hospitality industries revolve. Businesses that understand this, and are willing to invest in strengthening their customer support services, will be well-positioned to thrive in this customer-oriented landscape.
“The hospitality industry is very simple… If you run a business where everyone who walks through the door gets treated as if they are the most important person in the world – you win.” – Bill Quiseng, Customer Service Expert.
