Travel
As a joint initiative, Foviance and RXP have researched a number of leading UK travel companies. We have used our ‘expert review’ methodology to look at both the online and offline customer support received during peak times - specifically over the summer holiday period. We reviewed the Customer Experience through a combination of website usability analysis and contact by email and telephone recreating a typical customer journey.
As a result we have gained a unique insight into how the travel industry is failing to deliver a consistent experience across channels and to embrace multi-channel selling. Most are missing a number of opportunities to increase brand engagement and loyalty, improve conversion rates and increase order values.
The white paper describes the results of this ground breaking research into customer experience in a multi-channel environment. To help you achieve ‘best practice’ in a multi-channel world, it provides five recommendations that you can adopt to improve your overall Customer Experience ratings.
The white paper is available free of charge:
