Travel firms – including agents – should think about getting things right for their colleagues before their customers, or risk squandering time, cash and potential new or recurring business, Abta Convention delegates heard on Wednesday (8 October).
Matt Callaghan addressed delegates on how employee experience shapes people's holidays (Credit: Arif Gardner / AG Studios / Abta)
Matt Callaghan, easyJet holidays' chief operating officer, said customer experience was just "colleague experience seen from the outside". "Our industry is people heavy," he said. "High street agents, telephone sales agents, contact centre colleagues ground handlers, cabin crew, destination reps, hotel partners.
"Every touchpoint in our customers' journey is powered by people. And when those people don't have what they need, the customer feels it immediately."
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