A new report from Elitetele.com where they questioned senior travel professionals about their industry shows that in over 80% of responses, the industry leaders believe that improved customer service and more productive staff are the main areas of focus for them this year.
This particular research was led by a desire to see if the executives understood the benefits they could achieve from unified comms. That is a subject for someone else, though clearly an improved communications infrastructure could work towards improving the productivity of the employees.
However, what I find interesting is that 4 out of 5 of these executives believe that customer service improvements are the future for their business.
Travel is an industry that spans many different types of business from hotels to guides to airlines to tour operators. But in general, one quick look at a review service such as Tripadvisor shows that customer service is an area that needs improvement in many of these businesses.
It would be too sweeping a statement to declare that every travel business could improve their revenues just by focusing on customer service, but if most executives already believe that this is something they should be exploring then it is clear that the management believe there will be benefits in doing so.
And if over 80% of travel industry leaders now believe that customer service is a key strategic priority then do leaders in other industries see it the same way?
Photo by Kevin Dooley licensed under Creative Commons