Consumers today have sky-high expectations when it comes to travel. They are seeking unique, tailored experiences that will enhance their vacations, as well as their personal lives. For example, travelers on one the nation’s top cruise lines can upload pictures of themselves and their passports to an app and then simply tap a fob to a sensor at the check-in desk to board directly onto the ship. The desire for top-of-line, superior customer experience (CX) is driving competition in the travel and tourism industries, from initial trip planning to sharing the experience after a traveler returns home.
This first in a series of blogs will explore the ways cruise lines can enhance CX to gain customers even as they begin to envision travel plans, long before they’ve stepped on the ship.
Customer Experience is the Ultimate Competitive Advantage
In the travel and hospitality industry, customers do not base their loyalty to brands and companies on amenities, features, and price, but rather on the experience they receive. Customer experience – the perception of the way a company treats individuals throughout their interactions with its products and services – is one of the most powerful tools in the marketing kit.
Today, 89% of companies compete primarily on CX. The most forward-thinking travel brands will succeed in acquiring loyal customers through a deep focus on CX. Cruise lines, in particular, have an opportunity to improve their bottom line, as great CX can entice customers to purchase luxury and indulgence services at premium prices.
Point of Views of Pre-Travel
Delivering superior CX starts in the earliest stages of travel planning. Let’s take a look at six points where a potential cruise customer can have their experience enhanced through digital innovation:
Bringing Technology to the Masses
Digital Innovations reshaping travel and bringing technology to the masses in order to enhance experiences. No matter what step in the travel planning process a potential customer is at, those cruise lines that can provide superior experiences that are also seamless will come out on top. Here at OZ, we use Design Thinking to help our clients in the travel and hospitality industry create cutting edge, innovative products, and services. The possibilities for innovative customer experiences are endless, really.
500 W. Cypress Creek Road, Suite 570
Fort Lauderdale, FL 33309
+1-800-443-5210 - International
+1-954-689-3984 - USA
Alvear 1670 - 4to Piso
Rosario, Santa Fe 2000
Tel: +54 34 1425-9172