Managing Customer Experience in Travel and Tourism Sector

This document discusses the customer service strategies implemented by Thomas Cook company in the travel and tourism sector. It focuses on resolving customer issues quickly, building infrastructure, delivering promises to customers, and empowering company employees. The strategies aim to enhance customer satisfaction and create a positive customer experience.

Managing customer experience in travel and tourism sector
 Resolve customer issue quickly : Employees responsibility
that they reduce customers problems quickly. Thomas cook
company also apply this strategy for customer satisfaction.
They try to resolve customer problem in the first contact.
Company also provide website for customer feedback
whence employees see customer problem and then solve their
issues. Customer trust rises when employees listen customer
problem and give reply in polite way. Employees can resolve
customer issues through different ways like Thomas cook
company give refund amount if customer did not satisfy with
company services. From this way customer satisfy quickly.
 Build infrastructure : For resolving the customer issues
Thomas company increased their infrastructure. With the
help of this facility customer book their ticket online from
any place. Customer also book ticket through the call. Due
to facility, customer also track vehicle. Thomas cook also
provide call centres whereby customer can call for their
issues. Company provides this all services for customer
satisfaction therefore customer experience will be good with
Thomas cook company.
 Deliver promises to the customer : In a competitive market
it is necessary to provide all facility according company
promises. Customer can stay with the company when they
trust upon the company services. That is why company
deliver all promises on the time.
 Empower company employees : Customer satisfaction is
important for the Thomas cook company. Thomas cook
company responsibility that they should give proper
knowledge of services to their employees. It is necessary
that employees should aware from all the services after that
they easily convince to their customer to take the services.
Through the training company should give the knowledge. It
is responsibility of employees that they satisfy customers
and reduce their problems through their services.
Customer service strategies in a Thomas cook company Customer service create and develop the customer experience in a way
that meet the needs of the customer and required business standard
A good customer experience means that company fulfilled customers all needs and
requirements. Thomas cook also try to develop customer experience positively. First of all
customer wants that their problem solve quickly. For this Thomas cook resolve customer
issues by listen all the problem. Company also wants that costumers stay with the long time
therefore they always try to solve issues quickly. By this customer good experience may
develop.
Build infrastructure is also helps to develop good customer experiences. Company provides
various ways whereby customer satisfaction increased. For example Customer books their
ticket through online website of the Thomas cook company. Customer takes a good experience
if they did not face any problem related to the company services. Customers also happy and
they appreciate of the company in front of others. This is also beneficial for the company.
Company responsibility that they should deliver promises on the time. For example
company promise that customer will not feel rushed in travelling. Now company deliver their
promise successfully then customer experience also become good. Customer become happy
and also tell the other persons about Company services.
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De Keyser and et.al., 2015. A framework for understanding and managing the customer experience. Marketing
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