CXM FOR AIRLINES
The travel industry is a competitive one and the passenger experience is the key differentiator between airlines. From booking to baggage claim, every touchpoint influences a traveler's loyalty and your airline's reputation. boostCX provides a customer experience management platform to listen to passengers, personalize the travel experience, and manage your brand's reputation in real time.
Transform Passenger Feedback into Improved Service
A comprehensive view of the entire passenger journey - from the online booking to in-flight service and baggage handling - is important for identifying pain points and improving the customer experience. boostCX provides the tools to systematically gather and analyze passenger feedback, allowing airlines to make data-based improvements to service and operations.
- Deploy post-travel surveys with an innovative survey builder to collect specific feedback
- Communicate with travelers on their preferred platforms, including SMS, email, and in-app notifications
- Engage with a diverse, international passenger base with multilingual support options
- AI-powered analytics highlight key factors of passenger satisfaction and dissatisfaction, with clear recommendations
Build Trust and Confidence with Personalized Support
In the travel industry, proactive communication is essential for managing expectations, especially when there are flight delays. Providing travelers with timely flight status updates, personalized offers, and accessible support builds trust and encourages travelers to fly with you again. boostCX helps drive passenger engagement with intelligent automation and a variety of support options.
- Deliver personalized care and loyalty program offers through integrations with existing reservations and back-office support
- Provide instant support for FAQs via AI chatbots with live agents for more complex issues or cancellations
- Track and manage passenger requests and complaints across all channels to provide quick resolutions
Monitor and Steer Your Airline's Brand Reputation
An airline's reputation is constantly being shaped on travel review sites, public forums, and social media, which has a direct impact on booking decisions for potential customers. boostCX provides essential tools to monitor these online conversations and actively engage with customers to manage your brand’s public image.
- Collect and track passenger reviews and brand mentions from multiple social media platforms and travel sites
- Respond rapidly to online feedback and public discussions to manage your reputation and engage with travelers
- Receive real-time alerts for critical keywords, service complaints, or shifts in passenger sentiment
Understand Your CX Maturity Level
How mature is your customer experience strategy? Find out with a FREE, personalized CX Health Check.
The boostCX Health Check can help you understand where you're at, and where you need to be. Complete the assessment to:
Evaluate your current customer experience operations
Get personalized, tactical advice on areas of improvement
Receive a CX Maturity Model score
Scale your CX operations for success
How do you know if you're getting the most value from your customer experience management strategies?
Download this free eBook to learn about how to make data-driven decisions by tracking key performance indicators (KPIs) across your customer experience initiatives.
Download to learn about:
Which key performance indicators (KPIs) are critical to measure for the success of your customer experience initiatives
The best approached to identifying strengths and weaknesses in your customer service strategies
How to make data-driven decisions to implement immediate improvements across your business
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What Is the Customer Journey in the Travel Industry?
In the travel and tourism industry, it is important to understand the customer journey to help you craft exceptional experiences that lead to bookings, brand loyalty, and customer word-of-mouth marketing. But what exactly is the customer journey in the travel industry, and how does it affect the customer experience? boostCX is a premier customer experience management platform with experience in the travel industry and we recognize the importance of mapping out the traveler’s path and providing innovative solutions to help businesses create unforgettable experiences at each touchpoint.
What Are the 5 Stages of the Customer Journey in the Travel Industry?
The travel industry customer journey is a multi-faceted roadmap encompassing five key customer touchpoints — inspiration is where wanderlust is sparked, planning is where research and comparisons occur, booking is the crucial decision-making moment where the dream trip becomes a reality, experience is the actual trip itself including flights, hotels and more, and remembering is where memories are shared and influence future travel choices.
Here is a closer look at each of the stages in the travel industry customer journey.
1. Inspiration
At this stage — stunning visuals, captivating stories, and personalized recommendations on social media or travel websites can spark wanderlust and inspire travelers to consider new destinations. Travel industry businesses can affect this stage of the customer journey with vibrant audio and video ads on social media and other platforms that put a focus on key demographics for your business.
2. Planning
Providing comprehensive destination guides, interactive maps, and user-generated content helps travelers gather information and plan their itineraries effectively. How and where you engage with potential customers at this stage can have a real impact on your success. More and more travelers are planning and booking vacations on mobile devices and 88% of travelers will not use your site if the user experience and features do not meet their expectations.
3. Booking
How easy is it to book a vacation or a flight on your website or with your company? A seamless and user-friendly booking platform with clear pricing, flexible payment options, and reassuring customer support can instill confidence and encourage conversions. Innovative call-to-action options and auto-fill forms are just a couple of examples of how you can improve the customer experience at this stage of the customer journey.
4. Experience
When you exceed expectations during the trip with exceptional service, personalized touches, and unique experiences, you create lasting memories and build loyalty to your business. Travel-related businesses can create personalized travel experiences and itineraries for customers and create travel guides for specific destinations that highlight local attractions that may lie off the beaten path to deliver a memorable experience.
5. Remembering
The final stage of the traveler customer journey is remembering. Encouraging travelers to share their experiences through reviews, social media posts, and referrals can generate valuable user-generated content and attract new customers. This also provides an avenue for you to re-engage with customers and create a more lasting relationship.
In the travel industry, it is important to create exceptional experiences that leave a lasting impression with your customers. By crafting a memorable customer experience at each stage of the customer journey in the travel industry, businesses can build stronger customer relationships, foster loyalty, and stand apart from competitors. boostCX empowers travel companies to map out their customers’ journeys, gather valuable feedback, and create personalized experiences that promise to delight travelers at every touchpoint.
Most Important Customer Experience KPIs in the Travel Industry
In the travel industry — customer satisfaction reigns supreme.
Delivering exceptional experiences is the end goal and paramount to long-term success for travel-based businesses. No matter if your business is a travel agency, airline, car rental company, or another business that caters to travelers — understanding and measuring the key performance indicators (KPIs) of customer experience is essential. KPIs provide valuable insight into how effectively you're meeting customer expectations, helping you identify areas for improvement, helping you optimize the products or services you offer, and ultimately driving business growth.
Learn more about the most important customer experience KPIs in the travel industry that you need to start tracking and keep your finger on the pulse of your customers' experiences.
Top 5 Customer Experience KPIs in the Travel Industry
There are many many metrics you can track in the travel industry — but some may be more important and more valuable than others — providing a clear picture of customer satisfaction, engagement, and overall experience. Here are five of the most crucial customer experience KPIs you may want to focus on:
1. Net Promoter Score (NPS)
Net Promoter Score measures customer loyalty and satisfaction by asking — how likely are you to recommend this business/product/service to others? This is a valuable indicator of overall customer sentiment about your business and can help you identify areas for improvement with additional feedback.
- Equation: % of Promoters (9-10 Rating) - % of Detractors (0-6 Rating) = NPS
2. Customer Satisfaction Score (CSAT)
Your Customer Satisfaction Score measures customer satisfaction with specific interactions, services, or aspects of their travel experience. It provides direct feedback on areas where you excel and where you need to improve. With targeted customer surveys and CSAT data, you have the chance to identify customer pain points and improve the customer experience at your business.
- Equation: (Number of Satisfied Customers) / (Total Number of Respondents) x 100 = CSAT
3. Booking Conversion Rate
This KPI is essential for travel agencies and tracks the percentage of website visitors or inquiries that convert into actual bookings. It's a crucial metric for evaluating the effectiveness of your marketing and sales efforts and can help you identify areas where your online presence could be improved.
- Equation: (Number of Bookings) / (Number of Website Visitors or Inquiries) x 100 = Booking Conversion Rate
4. Customer Acquisition Cost (CAC)
Your Customer Acquisition Cost measures the cost of acquiring a new customer and is a complement to Customer Retention Rate (CRR) in many strategies. It's essential for understanding the efficiency of your marketing spend and ensuring a positive return on investment (ROI) on your marketing efforts.
- Equation: (Total Marketing and Sales Expenses) / (Number of New Customers Acquired) = CAC
5. Revenue Per Booking
This critical KPI tracks the average revenue generated per booking. It provides insights into the profitability of your travel offerings and customer segments. It can also be used to help you set booking goals and benchmarks for a set period of time.
- Equation: (Total Revenue) / (Number of Bookings) = Revenue Per Booking
READ MORE: What Is the Customer Journey in the Travel Industry?
As a travel-based business, you may want to know — what are the most important customer experience KPIs in the travel industry? By tracking and analyzing these key performance metrics, travel businesses can gain a deeper understanding of their customers' needs and expectations and make data-driven decisions that optimize the customer experience and drive business growth.
Contact boostCX today for a demo and discover how our solutions can help you track, analyze, and improve your customer experience!