Articles: Travel/Hospitality
Asia-Pacific airlines outdo their NA counterparts in customer service, but these carriers must manage their sites better to grow.
A Zagat study shows air carriers achieved the lowest ratings in 15 years, with U.S. airlines trailing internationals; Web presence is the only bright spot.
A hotel group selects Voxify to provide callers with a consistent customer experience.
Telecom and travel lead the way when it comes to increasing sales conversion in the call center and on the Web.
Overall customer service scores are increasing at hotels, airlines, and car rental companies, but email responsiveness needs more work.
Frost & Sullivan presents a what's-hot discussion; financial services, retail, and telecommunications are active cross-selling areas now.
When it comes to wireless services, messaging has a significant lead over playing games, gambling, reading, and watching movies.
Low-fare carriers fill the top tier of a recent survey--industry performance declines overall, but more bodies are in the seats.
Online travel agencies are receiving higher marks than their airline-Web site competitors when it comes to overall online customer experience.
Think the only impressions your company makes are through branding, sales calls, and customer service? Think again. Mishandling interactions like reference management and billing can cause customer defection as quickly as a poor contact center experience
The country's tourism bureau shifts from mass marketing to tailored campaigns to help drive tourists to the area.
A new study examines customers' selection criteria between travel suppliers' Web sites'
A new study examines the customer's selection criteria between agency and travel-supplier Web sites.
For every successful CRM installation the customer service landscape is littered with CRM projects that didn't quite hit the mark.
Intrawest's customers are skiers and snowboarders covered with snow and dealing with freezing fingers--asking them to fill out paper-based forms slashed Intrawest's chances of learning how to become more inline with its customers.
A new, four-month training program dubbed Certified Friendly is designed for hotel, restaurant, attraction, and local government staff.
Grand Haven, MI--a "hot city"--is the nation's first fully wireless municipality, compliments of a city-wide wireless network.
Consumers use these hot spots, but the driving force behind the installations is the needs of traveling salespeople and other mobile professionals.
Analysts predict that by 2007, 70 percent of all contact centers will support Web-based service applications.
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