Interactions

MAY 22, 2019

As the weather heats up this time of year, vacation is the top thing on my mind and I start to book my summer travels. With improved self-service, I find it easy to navigate through websites and channel options to get exactly what I want. In my experience, the major problems with booking travel happen at the worst possible time.

Travel 61

Travel Self Service Hotels Hospitality 61

Happy or Not

NOVEMBER 13, 2024

Using customer service tools to capture customer feedback at key touchpoints, they collected valuable customer data that provided insight into customer expectations and identified patterns of poor customer service.

Examples 36

Examples Customer Service Case Study Hospitality 36

Interactions

MAY 22, 2019

As the weather heats up this time of year, vacation is the top thing on my mind and I start to book my summer travels. With improved self-service, I find it easy to navigate through websites and channel options to get exactly what I want. In my experience, the major problems with booking travel happen at the worst possible time.

Travel 48

Travel Self Service Hotels Hospitality 48

Interactions

JULY 22, 2021

It’s impacted our ability to travel, have social interactions and, for most of us, redefined the way we work. On top of all of this, it has created countless customer experience challenges which many organizations have been unable to meet. Covid customer experience challenges. Investing in customer service pays off.

Customer Service 62

Customer Service Travel Wait Times Poor Customer Service 62

Eptica

JULY 27, 2016

What it also highlights is the impact of poor customer service – it backs up Eptica research that found that 82% of consumers often or always switched supplier if they failed to receive a satisfactory experience. Making conversations count Despite what many consumers may believe, poor service is not normally deliberate.

Customer Service 48

Customer Service Poor Customer Service Contact Center Airlines 48

Helen Dewdney

MARCH 7, 2022

It has been a hard couple of years for companies in the travel industry and also for their customers. Many airlines have not treated customers well, such as British Airways taking advantage of the law not being clear on refunds. 86% of respondents said that they would pay more for better service than Ryanair gives.

Airlines 57

Airlines Customer Service Chatbots Poor Customer Service 57

Thematic

MARCH 26, 2025

Consider this: 73% of customers will switch to a competitor after multiple bad experiences​ That means businesses don’t get unlimited chances to make things right. So, if a business notices that 15% of customer complaints over the last 30 days mention long wait times for support—this suggests a real operational issue.

Feedback 62

Feedback Social Media Analysis Survey 62