Why today's super-informed traveler is so hard to please:
Bruno Despujol, Marianne Connault, and Simon Glynn
This super-charged, yet fickle consumer is putting pressure on the travel industry to step up service and move to technology that can provide the seamless experience so often talked about for travel but only occasionally realized. Here are five attributes that make this picky consumer so demanding:Consumers today are simply not willing to disengage from the rest of their lives — even for a few minutes — unless by choice.
When it comes to air travel, for instance, statistics show the significant role on-time performance plays in a consumer’s choice of airlines. There’s a 90 percent direct correlation between on-time performance and satisfaction, according to a 2018 passenger survey by the International Air Transport Association.One of the most defining characteristics of the modern traveler is his or her comfort with technology, depending on it to plan vacations and business trips and complete transactions.
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