Travel & Hospitality

Prioritizing customer experience and saving millions


Challenge

An international travel industry brand was looking for an innovative way to mitigate customer service disruptions while maintaining the trust and loyalty of its customers. 


Approach

  • Provided customer service representatives with a tool that seamlessly integrated into the brand’s existing technology and enabled team members to offer a goodwill gesture to affected passengers

  • Offered gift cards tailored to a variety of customer situations to make the acknowledgement authentic.


Impact

In addition to praise from happy customers on social media, the travel leader catapulted from #11 to #2 in one of the industry’s most comprehensive studies of performance and quality. The program was extended beyond its initial call-center application to assist on-site customer service representatives in 300 locations worldwide.  Representatives used the tool to proactively motivate customers to adjust travel arrangements prior to a forced service disruption.