Posts Tagged "travel & tourism customer experience"


Small changes can make a big difference to customer experience


I paid for a train ticket over the counter yesterday. As I completed the transaction I nearly walked off leaving my Debit card in the PIN machine. As I turned back to the machine to retrieve the card the chap…

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Why don’t high street travel agents inspire customers?


My girlfriend and I always seem to have real trouble finding a holiday, mainly because the brochures never seem to tell us what we actually want to know, like is the resort likely to be full of Brits abroad, Irish…

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Multi-channel retail experiences don’t live up to expectations

Within the retail market there is a lot of talk about Multi-Channel, where services are provided via multiple touchpoints. Most commonly, this refers to a website and a shop floor. So it was interesting to see that one of the…

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