RedialBPO
  • Services
    • Inbound Call Center
      • Customer Service
      • Tech Support
      • Transfer Service
    • Outbound Call Center
      • Debt Collection
      • Lead Generation
      • Appointment Setting
    • Non-Voice Call Center
      • Live Chat Services
      • Data Processing
      • Email Request Services
  • Industries
    • Financial Services
    • Healthcare Services
    • IT Services
    • Retail Services
    • Telecom Services
    • Hospitality and Travel Services
    • Logistics Services
    • Automotive Services
    • Insurance Services
    • Utility and Energy Services
  • Our Vision
  • Company
    • About Us
    • Our Team
    • Blog
    • Careers
    • Contact Us
  • We’re Hiring
  • Menu Menu

Is your CX good enough for young travelers?

November 11, 2022/in Business Process Outsourcing, Omnichannel /by Federico Castillo

 
The travel industry is going through an exciting transformation and recovery as millennials and Gen Zer’s become the majority of travelers. 

According to data by Deloitte and travel perk, Millennials currently make up 41% of travelers, with Gen Z accounting for another 19%. 

And this trend is only accelerating. By 2022, millennials will make up 49% of travelers, while Gen Z will account for 26%.  

This for different reasons, such as:  

  • Young adults are becoming more attracted to knowing different countries and cultures.  
  • The rise of digital nomads’ trough remote working option is here and continues to grow.  

With such a large segment of their target market shifting attitudes toward new experiences rather than materialistic vacations, many travel brands are struggling to keep up. 

 Are you ready to meet the needs of young travelers? If you’re not quite there yet, don’t worry–we have you covered with three quick tips you can consider on how to improve your customer experience as a travel brand and keep young travelers coming back again and again. 

Photo by Elle Hughes

Always-on digital accessibility 

As a travel brand, one of the most important aspects of excellent CX is making sure that all your digital channels are accessible to all customers. 

If a traveler encounters a website or app that isn’t accessible with a screen reader, or if a particular flight booking system isn’t compatible with screen readers or screen magnification software, it can make the entire process much more difficult and stressful. 

In other words, young people like fast, responsive and user-friendly channels to look for the perfect gateaway.  

Luckily, there are many ways to make your digital channels more accessible. You can start by making sure all your page or apps have real images of the destination/place, optimized and verified information to give more clarity and relevant info to consider.  

You can also look into making your phone booking and assistance systems accessible with features like speech recognition software and text-to-voice functionality. 

Digital attention through email, live chat or call is a must to follow up any request the customer might require.  

 
Clear and transparent communication 

Another important aspect of CX is how you communicate with your customers, both before and after their trip. If a traveler feels confused about their trip, their options, or how to book their desired experience, they may end up booking with a different company.  

If a traveler feels like the company is hiding information from them, or if they feel like the company doesn’t care about helping them, they’re less likely to book with you again in the future.  

Personally, I always check on policies and hidden fee information, that way I don’t get any surprises at the reception! Show every fee!  

There are many ways to improve the transparency of your communication with customers.  

You can start with good general FAQs, or even a blog where travelers can ask questions and get answers.  

You can also make sure that your customer service team is trained to communicate clearly and in a non-judgmental way with all customers, without being condescending or overly helpful. 

Everyone deserves to enjoy a nice trip, so making them feel the right way will give an extra sense of comfort & security.  

Image by tonodiaz on Freepik

 
Flexibility 

Millennials and Gen Zer’s are a very independent bunch, and they value flexibility in their traveling experiences. If you offer a variety of flexible options for your customers, it can help make their traveling experience easier and more enjoyable.  

Another survey by Deloitte explains how our generation are living paycheck by paycheck, due to different economic elements. Still, we can enjoy a good trip.  

This might include things like free cancellation policies, free seat changes, free checked bag policies, or even things like in-flight meal options.  

If you offer too many of these things, though, you may alienate other travelers who don’t want or need all those options. So, your data will be a great ally.  

You can improve your flexibility by making sure the options you offer are clear and easy to understand. 

 For example, instead of offering a free checked bag option, you can offer a free second bag. This way, you’re still offering a good benefit, but it’s not as strong as the first option.  

Also, hotels can offer special discounts on the days or months they know the market presents low assistance.  

You can also make sure you have a good reason for offering each of these benefits. 

 Communicate through your digital channels these benefits to have more response.  

Image by Freepik

Final thoughts: 

Overall, the travel industry is changing, and travel brands need to change with it. Whether you’re targeting Millennials or Gen Z, or you simply want to improve your CX for everyone, these tips can help you create a better experience for your customers. 

Whether you use these tips to improve your current practices or to start fresh, you’ll be sure to see an improvement in your CX. 

Thank you for reading our blog; if you want to like to see more, click here.  

Want to know us better and how we can help your travelers? Talk to us!  

Federico Castillo

Content Creator Specialist at Redial BPO.
Loves to research and talk about politics, economics & culture. In his free time, binge watches movies & TV shows.

Share this entry
  • Share on Facebook
  • Share on Twitter
  • Share on LinkedIn
  • Share on Reddit
  • Share by Mail
https://redialbpo.com/wp-content/uploads/2022/11/BLOG-BANNER-CX-Young-Travelers_BLOG-BANNER-1.jpg 300 800 Federico Castillo https://redialbpo.com/wp-content/uploads/2021/08/Redial-Logo-200px.png Federico Castillo2022-11-11 22:28:032022-11-15 16:14:29Is your CX good enough for young travelers?

Recent Posts

  • Why U.S. Call Centers Should Have Bilingual AgentsWhy Call Centers In The U.S. Should Hire Bilingual Agents.March 30, 2022 - 3:37 am
  • What Makes A Great Outsourcing Partnership (and even friendship) February 2, 2023 - 8:44 pm
  • The New Age of Outsourcing: How Technology, and AI are Changing the Game January 25, 2023 - 5:24 pm
  • How to keep your operations costs low January 17, 2023 - 5:58 pm

Archives

Categories

  • Business Process Outsourcing
  • Call Center
  • Collections service
  • Contact Center
  • Customer Service
  • Customer Support
  • Ecommerce
  • Lead Generation
  • Live Chat
  • Logistics
  • Nearshore Call Center News
  • News
  • Omnichannel
  • Retail
  • Tijuana Call Center
  • Uncategorized
  • Work Culture

Services

Appointment Setting

Customer Service

Debt Collection

Email Services

Lead Generation

Live Chat

Tech Support

Transfer Services

Services

Appointment Setting

Customer Service

Debt Collection

Email Services

Lead Generation

Live Chat

Tech Support

Transfer Services

About Us

Leadership

Our Vision

Careers

Contact Us

Privacy Policy

Terms of Use

Resources

Industries

Blog

Resources

Services

Industries

Blog

Get a Quote
Contact Us

(858) 465-7872

Info@redialbpo.com

redial logo

© 2022 Redial. All Rights Reserved.

        

redial logo

© 2022 Redial. All Rights Reserved.

            

Is it important to deliver great CX for the gaming industry?  5 customer service trends to keep an eye for 
Scroll to top
Our site uses cookies to personalize features, keep track of sessions, and to collect metrics on usage so that we can tailor to the needs of our users. To experience our site in full and to accept the use of cookies, please click Accept.You can also check our Cookie Policy.
Accept
Manage consent

Privacy Overview

This website uses cookies to improve your experience while you navigate through the website. Out of these, the cookies that are categorized as necessary are stored on your browser as they are essential for the working of basic functionalities of the website. We also use third-party cookies that help us analyze and understand how you use this website. These cookies will be stored in your browser only with your consent. You also have the option to opt-out of these cookies. But opting out of some of these cookies may affect your browsing experience.
Necessary
Always Enabled
Necessary cookies are absolutely essential for the website to function properly. These cookies ensure basic functionalities and security features of the website, anonymously.
CookieDurationDescription
cookielawinfo-checkbox-analytics11 monthsThis cookie is set by GDPR Cookie Consent plugin. The cookie is used to store the user consent for the cookies in the category "Analytics".
cookielawinfo-checkbox-functional11 monthsThe cookie is set by GDPR cookie consent to record the user consent for the cookies in the category "Functional".
cookielawinfo-checkbox-others11 monthsThis cookie is set by GDPR Cookie Consent plugin. The cookie is used to store the user consent for the cookies in the category "Other.
cookielawinfo-checkbox-performance11 monthsThis cookie is set by GDPR Cookie Consent plugin. The cookie is used to store the user consent for the cookies in the category "Performance".
Functional
Functional cookies help to perform certain functionalities like sharing the content of the website on social media platforms, collect feedbacks, and other third-party features.
Performance
Performance cookies are used to understand and analyze the key performance indexes of the website which helps in delivering a better user experience for the visitors.
Analytics
Analytical cookies are used to understand how visitors interact with the website. These cookies help provide information on metrics the number of visitors, bounce rate, traffic source, etc.
Advertisement
Advertisement cookies are used to provide visitors with relevant ads and marketing campaigns. These cookies track visitors across websites and collect information to provide customized ads.
Others
Other uncategorized cookies are those that are being analyzed and have not been classified into a category as yet.
SAVE & ACCEPT