The experience is the product in the travel industry.
Creating unique, positive, and memorable travel experiences is the key to success and travelers want more than just a trip. They want personalized experiences tailored to their individual preferences that will match and surpass past experiences. The data underscores this, with studies showing an estimated 90% of travelers are more likely to choose travel brands that provide personalized recommendations, and 72% actually expect personalization.
Basic and generic travel packages are no longer enough and understanding how to personalize the customer experience in the travel industry by using data and targeted customer experience management strategies is key to building loyalty and standing apart from the competition. Customer experience management (CXM) providers like boostCX provide the tools to help travel companies achieve this level of success and create tailored experiences.
Top 5 Ways to Personalize the Customer Experience in the Travel Industry
Personalization has shifted from a bonus to a core expectation across most industries, and travel is no exception to the rule. A personalized customer journey makes customers feel understood and valued, boosting satisfaction, loyalty, and revenue for informed travel businesses. For travel brands, effectively personalizing the experience involves strategically using customer feedback and data across various touchpoints.
Here are five key ways to achieve this:
1. Use Customer Data to Create Personalized Travel Recommendations
It is important for travel companies to leverage the wealth of data available - including past booking history, website behavior, loyalty program activity, stated preferences, and key demographics - to offer relevant travel suggestions. Instead of generic destination blasts, recommend specific hotels, tours, flight deals, or activities that line up with a traveler's known preferences like family-friendly resorts to make the options more compelling and increase the likelihood of future business.
2. Personalize Communication with Travel Customers
Move beyond one-size-fits-all email campaigns and notifications. Tailor your messaging based on where the traveler is in the process - send personalized pre-trip tips relevant to specific destinations, offer targeted service upgrades via app notification, or send personalized greetings for special occasions like birthdays or anniversaries. This makes standard communication feel more relevant and valuable, which strengthens the customer relationship.
3. Provide Personalized Omnichannel Support
Travelers interact with brands across multiple channels - website chat, mobile apps, phone calls, email, social media. Make sure your support is consistent and personalized regardless of the channel used by agents with access to the customer's profile, booking details, and travel history. This omnichannel strategy prevents travelers from having to repeat information and allows support staff to provide faster, more aware, and personalized assistance.
4. Create Personalized Loyalty Programs and Incentives
Generic points-based loyalty programs have become less effective. Travel companies can personalize rewards to make them more compelling for individual travelers. Use data on past travel experiences and preferences to provide tailored incentives, such as bonus points for booking trips to favorite destinations, exclusive offers on preferred room types or airline seats, or tier benefits that genuinely match travel preferences.
5. Personalize Post-Travel Communication
The customer experience doesn't end when the traveler returns home. Follow up with personalized communications, that can include a thank-you message referencing a specific trip, a customer feedback survey tailored to the services they used, or targeted offers for future travel based on their recent trip or expressed interests. This shows continued engagement, gathers valuable feedback specific to their experience, and encourages repeat bookings by suggesting relevant next adventures.
READ MORE: Most Important Customer Experience KPIs in the Travel Industry
In an industry built on creating memorable moments, mastering how to personalize the customer experience in the travel industry is critical for building lasting customer loyalty and driving growth. Contact boostCX today to learn more about our customer experience management platform and tools!
