Customer Journey Mapping is becoming so important for travel brands.
Expectations for customer service have increased significantly over the last few years, creating a unique challenge and an exciting opportunity for travel brands. Those that adapt and rise to meet these new passenger expectations will thrive while those that stay still, will inevitably struggle. Recognising this shift, we partnered with customer experience expert Jerry Angrave (pictured at our 2023 Customer Conference), the founder of Customer Experience consultancy Empathyce, to create a comprehensive guide that focuses on understanding customer behaviour in 2024, and proactively planning to deliver exceptional experiences.
Passengers are behaving differently
They’re paying more attention to things like culture and sustainability. They’re no longer accepting generic automated responses or long periods on hold waiting for answers. They’re asking for more from every single company they interact with - including travel companies - and if you don’t deliver, they won’t hesitate to share their experiences with friends, family, and online reviews.
Research suggests:
It’s also important to understand that not everybody’s journey is the same A parent flying on their own with two young children will have a different journey to an elderly couple: The parent might need assistance with childcare facilities or priority boarding, while the elderly couple might require support with mobility or special seating arrangements. And when plans change, their needs will change again. Understanding each passenger's emotions and pain points, and then designing journeys around them, is what will build loyalty and turn one-time flyers into brand advocates.
Ensure your customer journey mapping is effective The updated guide provides actionable frameworks, easy-to-follow methods, and real-world examples to help airlines create exceptional journeys for their passengers. Focusing on understanding customer behaviour in 2024, travel brands can go deeper than demographics and understand what really makes customers excited to travel with them. It's available for free, and is an indispensable tool for airlines seeking to build loyalty and drive revenue growth through exceptional customer experiences.
