Tips To Improve The Customer Experience Of Your Travel or Hospitality Brand

by Julia on March 16, 2018

The success of any travel brand is largely dependent on the experience of the customer. If your customers fail to have a good experience when they book trips or make reservations with you, they won’t return. It’s as simple as that.

Did you know that only around half of travelers choose a travel or hospitality company based on the value it provides? The other half choose a company based on the customer experience.

The good news, however, is that by running a travel brand you should already have a decent head start when it comes to customer experience. After all, almost everyone gets naturally enthusiastic at the thought of going on vacation.

Nonetheless, there are tips and strategies you can utilize to improve the experience for your customers if you haven’t already.

Here are the top tips on how to improve the customer experience of your travel or hospitality brand:


The first tip is to personalize your business. There are a number of ways you can go about this:

  1. Send special coupons and deals to email subscribers on their birthdays or holidays

  2. Allow flyers to choose their seats on the plane in advance

  3. Use a consistent voice in your emails, website, and other written content

  4. Geo-target your customers in your emails

  5. Be transparent

The idea behind personalization is that your business will revolve around the customer rather than the business itself. As a result, your business will actually seem human…and customers like that.

Make Your Website Visual

Travelers love seeing high quality slideshows and videos of lush and exhilarating travel destinations. As a result, photos and videos need to dominate your travel website and blog.

Not only can you show images of the destinations themselves, you can also include images of the hotels, restaurants, and tourist attractions at those destinations as well.

Give Away Stuff

Who doesn’t like being given free stuff? It’s therefore a surefire way to help keep your customers happy.

Examples of what you can give away for free to your customers include things as simple as stickers and free guides to coupons on airfare and the cost of staying in hotels. Travelers will always be more likely to book with you if you offer them discounts, and they’ll have a more positive experience with you as well.

Maintain Customer Loyalty  

Last but not least, you not only have to build customer loyalty, you have to maintain customer loyalty. This is why practically all major travel and hospitality companies use a rewards system to be redeemed for future travel.

You can further maintain customer loyalty through excellent customer service and by always doing what you say you will do to cultivate trust.

Improving The Customer Experience Of Your Travel Brand

Keeping your customers engaged, happy, and satisfied should be one of the top priorities you have when working in the travel business, and that can come through improving customer experience.

Any one of the tips and strategies that we have covered in this article will be highly effective at improving customer satisfaction and building you relationships with them.

Related Posts:

Leave a Comment