{"id":10568,"date":"2023-06-23T15:25:34","date_gmt":"2023-06-23T08:25:34","guid":{"rendered":"https:\/\/bell24vietnam.vn\/?p=10568"},"modified":"2025-07-08T16:15:10","modified_gmt":"2025-07-08T09:15:10","slug":"the-change-in-customer-experience-and-its-impact-to-travel-industry","status":"publish","type":"post","link":"https:\/\/bell24vietnam.vn\/en\/blog-eng\/the-change-in-customer-experience-and-its-impact-to-travel-industry\/","title":{"rendered":"The change in customer experience and its impact on travel industry"},"content":{"rendered":"<h2><strong>Challenges in the modern travel industry<\/strong><\/h2>\n<p><span style=\"font-weight: 400;\">The travel sector \u2013 formed from a network of travel agencies and many suppliers such as tour operators, hotels, transportation companies, etc. \u2013 is one of the most profitable and dynamic industries in the world.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">In order to grow in such a competitive environment, travel agencies focus on what really matters: customers \u2013 travelers. A customer-centric approach creates deeper relationships, and offers something of value (on top of the expected), thus leading to longer loyalty.<\/span><\/p>\n<p><img fetchpriority=\"high\" decoding=\"async\" class=\"alignnone size-full wp-image-16028\" src=\"https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2022\/05\/du-lich-lu-hanh.jpg\" alt=\"\" width=\"1280\" height=\"720\" \/><\/p>\n<p>&nbsp;<\/p>\n<p><span style=\"font-weight: 400;\">Easier said than done, here are obstacles that travel agencies may face:\u00a0<\/span><\/p>\n<ul>\n<li aria-level=\"1\"><b>More choices than ever\u00a0<\/b><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Potential customers are certainly not short of options when it comes to researching and arranging their trips. With more deals, agencies, and service offerings than they could ever fully consider and the industry becomes highly competitive.\u00a0<\/span><b><\/b><\/p>\n<ul>\n<li aria-level=\"1\"><b>Decreasing customer loyalty<\/b><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">With a giant number of holiday bargains on the internet, along with a host of small agencies and big hitters vying for the attention of potential customers, loyalty is a rare thing in today&#039;s market. If you&#039;re not offering something original, authentic, and worth returning to, customers will have no problem taking their business elsewhere.<\/span><\/p>\n<ul>\n<li aria-level=\"1\"><b>The gap between expectation and delivery\u00a0<\/b><\/li>\n<\/ul>\n<p>Travel brands are meeting customer demands to an extent. But it is challenging to keep up with increasingly demanding customers, expectations of service, and value rising so rapidly. DMA \u2013 the reliable Data &amp; Marketing Association releases a 2017 report about factors affecting consumers&#039; decisions when choosing a travel agency. It points out that 59% of customers want financial benefits, 58% fall for convenience, and 58% think good customer service is the key.<\/p>\n<p><span style=\"font-weight: 400;\">While promotions and convenience somehow relate to objective factors such as the industry&#039;s pace and product development; good customer service is the area that is more easy to control and gives directions for travel agencies.\u00a0\u00a0<\/span><\/p>\n<ul>\n<li aria-level=\"1\"><b>The necessity of customer experience transformation\u00a0<\/b><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Forrester, one of the most influential research and advisory firms in the world, predicts that by 2020 customer experience will overtake price and product as the key brand differentiator when making consumer choices. Customer experience and customer engagement are no longer a nice-to-have, but a fundamental component of modern travel companies.\u00a0<\/span><\/p>\n<ul>\n<li aria-level=\"1\"><b>Omni-channel<\/b><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Nowadays customers use different channels for a single transaction. Providers experience issues like legacy systems, integration between applications, lack of understanding, and the evolving nature of new communication channels. They should provide information, and seamless sales and services to customers across all channels to circumvent this problem.<\/span><\/p>\n<ul>\n<li aria-level=\"1\"><b>Demand for a personalized experience<\/b><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Customers not only need services but also expect to enhance their travel journey through personalization. It can range from customized travel itineraries to interactive content or customer service. Businesses that focus on customer on-demand needs, personalization, and authenticity will gain loyalty, positive reviews, social likes, and word-of-mouth recommendations. However, this approach can consume a lot of the company&#039;s resources in repetitive tasks of daily operation management if travel agencies do not invest in technology or an automated system like customer service.\u00a0\u00a0<\/span><\/p>\n<ul>\n<li aria-level=\"1\"><b>Customer engagement and retention through digitalization &amp; social media\u00a0<\/b><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Staying competitive in this industry requires continuous creativity to find innovative ways to attract new customers. This is where an active presence on social media and digital platforms can help as you can create brand awareness cost-effectively while engaging with the target audience.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">But to do this, you will need a well-thought-out digital strategy that&#039;s coupled with Social Listening and Customer Relationship Management (CRM) platform.<\/span><\/p>\n<h2><strong>Bellsystem24 Vietnam \u2013 a reliable partner for enhancing customer service for travel agencies<\/strong><\/h2>\n<figure id=\"attachment_10570\" aria-describedby=\"caption-attachment-10570\" style=\"width: 1024px\" class=\"wp-caption aligncenter\"><img decoding=\"async\" class=\"wp-image-10570 size-large\" src=\"https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2023\/06\/travel-agents-1024x538.png\" alt=\"enhancing customer service for travel agencies\" width=\"1024\" height=\"538\" \/><figcaption id=\"caption-attachment-10570\" class=\"wp-caption-text\"><em>BSV helps enhance the customer experience for travel agencies<\/em><\/figcaption><\/figure>\n<p><span style=\"font-weight: 400;\">As a pioneer and leading offshoring service provider, Bellsystem24 Vietnam can be your perfect one-stop partner to help deliver a superior customer experience by empowering your contact centers.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Customers may engage with your business more often, and more effectively, thus generating satisfying experiences before, during, and after using your services. Plus, your business can have an efficient method to manage customer reactions through different channels.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">What&#039;s more? We provide the best contact center agents in Vietnam \u2013 the next outsourcing powerhouse with attractive cost-efficient, and customized solutions for your request.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Some of our services for travel companies include:\u00a0\u00a0<\/span><\/p>\n<ul>\n<li style=\"list-style-type: none;\">\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Customer Acquisition<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Customer Care<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Loyalty Program Management<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Reservations<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Call center<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Social content monitoring and management\u00a0<\/span><\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">For further discussion, feel free to call our experts today!\u00a0<\/span><\/p>","protected":false},"excerpt":{"rendered":"<p>Challenges in the modern travel industry The travel sector \u2013 formed from a network of travel agencies and many suppliers [\u2026]<\/p>","protected":false},"author":1,"featured_media":16028,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"site-sidebar-layout":"default","site-content-layout":"default","ast-site-content-layout":"default","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","theme-transparent-header-meta":"default","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"set","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"var(--ast-global-color-4)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"ast-content-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"footnotes":""},"categories":[3],"tags":[],"class_list":["post-10568","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-blog-eng"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v23.0 - 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