Improving Customer Experience in the Travel sector

While conducting some recent work for the travel industry, we met customers who believed they were consistently misunderstood, and who felt they had never been able to find the experience they sought. These customers did not see themselves, or define themselves, in the way they were seen or defined by the industry. Agents attempting to sell typical holidays based on age, sex or occupation, for example, were often missing the mark wildly.

A survey of 530 respondents, with an even breakdown between men and women, all of which had travelled at least once in the last year, found that half had in the past chosen not to go on holiday to avoid what they feared would be the typical ‘singles’ holiday.

Foviance’s research demonstrates how a focus on travel industry can help to create markets, drive sales and increase customer satisfaction, as 68% of respondents said they would travel on their own if they could find the right holiday.