Google has just announced a new
term “the age of assistance.” So what does this mean?
According to Google this term
refers to the customer service of today; the new multi-faceted and multi-layered
way brands communicate with customers, rather than traditional customer service
offerings.
Over the years we have witnessed significant changes in the
way that brands communicate, interact and service customers. In a service
driven industry such as business travel the importance of these changes is more
prevalent than ever.
Good customer service is the lifeblood of any business and
crucial for customer retention. You frequently see organisations spending large
marketing budgets on customer acquisition; the best product, price and
promotion but falling down at customer service and then losing the business.
The complex nature of business travel lends itself to “the
age of assistance” where you are communicating with numerous contacts in the
supply chain as well as recognising the specific needs and requirements of the end
traveller. This is where using big data in a meaningful and personal way can be
a key differentiator. It’s not just about the preferences of the individual
traveller - wherever,
whenever and however they need it - but also delivering real-time data and analytics to
travel managers so they can drive better travel policy compliance and in turn,
create long-term cost savings.
Technological advancements have opened up new communication
channels for brands to embrace. The use of AI and chatbots is beginning to
become widespread, whilst mobile, text, social media all now play an active
part in brand communication plans.
In
today’s hyper-connected, digital world, there is an opportunity to build
brand loyalty through providing seamless customer satisfaction across multiple
channels. To test the market, Traveldoo is currently undertaking a survey
aimed at travel buyers. The survey focuses on the importance of customer
service in the business travel industry and the buyers experience of customer
service.
The results will be announced at the Business Travel Show.
If you are at Business Travel Show, the Traveldoo team would
love to see you on stand B619 from 21-22 February 2018. Register for a free pass at www.businesstravelshow.com/register
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