As American sales guru and author Jeffrey Gitomer once said – "customer satisfaction is worthless; customer loyalty is priceless".
As travel brands compete for every booking in a rapidly evolving and increasingly fragmented market, with margins squeezed on all sides, it’s no longer enough for customers to come away from their interaction with you or your brand simply happy.
You have to ensure that next time they need the product or service you’re selling, you’re their first choice – and are brand they want to recommend to others.
