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Traveller Behavior - Custumer expirence, Metirial, z - Coggle Diagram

- - - - More than 60% of consumers start shopping on one device and then switch to another, and the average accommodation purchase journey lasts 36 days and involves 45 touchpoints across different devices and websites.
  - - - Quick to be tired
      - Can expend the possible usage of company
      - Companies have to be Creative to respond
      - Needs to analyze customer’s and consumer’s desires
      - Can change business action
        
        sustainability
        
        Its a trend that forces companies and consumers to think before
        
        Transportation stakeholders launching long term sustainability initiatives last year,
        
        trend needed to protect the future - Everyone need to change
      - micro-moments aren’t a “performance thing,” and they’re not a brand thing. They’re not even just a digital thing. They’re a consumer thing, and that makes them everyone’s job.
    - - all countires rely on diffrent apps - so each market should be approched in diffrent way online
  - - - If the algorithms are not updated to reflect the new booking environment, accuracy may decline, contributing to less optimal rate recommendations and other revenue management decisions
      - workcation - Remote workers will inevitably push further out, logging in from beach resorts or mountain cabins with their company’s blessing.
- - - - excellent customer experience is crucial to the health and longevity of every business
      - Customer service
        
        Consumers want personalisation, convenience and flexibility in the shopping process.
        
        a shortage of workers, issued massive layoffs in the early months of the pandemic.
        
        Upskilling, or teaching employees these new skills to enable them to work a different position,
        
        virtues of good customer service, referring to the ability of the company to adapt to customer needs over time
        
        More Human contact
        
        Could help with efficiency and service
        
        customer service is a part of customer experience
      - good customer experience include factors such as emotional experience and rational experience
        
        Ratinol
        
        The rational experience will frequently suffer greatly if your product delivery is constantly delayed.
        
        Emotinal
        
        Branding is an important factor in appealing to your clients’ emotional side
      - Digitalization will enhance the experience of customers.
        
        Customers are becoming homogenous, driven by technology and social media.
        
        empathy is a relevant part of companies taking care of both their customers and employees and how this affects the success of the company
        
        negative experiences can be turned around into positive, loyalty-building practices.
        
        Empathy in the customer service can make regular purchasing a memorable experience.
        
        companies are getting better with customer service because of online feedback
      - Important to understand customer behaviour
      - Invest in making a very detailed and fleshed out customer journey map