We’re “moving from a transactional to a relationship economy”
Travel businesses must ensure they are part of the “changing world order” around retail that puts the customer first, delegates at this week’s Abta 2014 Travel Convention for professionals in the UK heard.
“We are moving into a completely new order – moving from a transactional economy to a relationship economy,” Jo Causon, chief executive of the Institute of Customer Service, said. “This is fundamentally changing the way we structure our organisations. As a consumer I don’t care if I’m talking to the marketing department or the sales department, I just want my issue resolved.”
After four years of growth customer satisfaction has fallen back over the last year, Causon said, and this is in danger of having a direct impact on sales.
She added that the best-rated companies for customer service, such as Amazon, are: easy to do business with; show consistency in the way they deal with customers; address problems head-on; invest in the overall experience; operate effectively and consistently across all channels; are knowledgeable; and are externally focussed.
[pictured: New Kuoni concept store, Intu Metrocentre, Gateshead, UK]