Simon
Hudson was invited to present two Webinars last month. The audience of the
first one on September 6
were members of UK’s UK Institute of Hospitality. Titled “Capitalizing on Brexit’s Silver Lining”, Simon talked about Brexit’s silver
lining being that vacations in the UK just got a great deal cheaper, so the
country is likely to receive more tourists. For Americans in particular, prices
are nearly 30 percent lower than two years ago. But Americans often
have very high expectations in terms of customer service and many UK companies
just don’t understand the significance of customer service, despite the
exhaustive literature that has made the connection between service excellence,
satisfaction and loyalty – and therefore profits. So in the Webinar, Simon
explained how to train employees to wow these customers in order to exceed
their expectations.
The second webinar was part of MRWeek, the
largest market research event in the world, put on by software company Quatrics.
In that Webinar, broadcast on September 28, Simon presented seven trends that are shaping the
world of tourism, and illustrated how research can help practitioners
capitalize on these trends in order to exceed customer expectations. Those
trends he labeled as 1) Engagement and connectivity; 2) Customization; 3)
Social travel; 4) Virtual tourism; 5) Pop-culture tourism; 6) Physical and
mental rejuvenation; and 7) Service excellence/
No comments:
Post a Comment