Cruise Control: Latest Dispatch from the CX Lab

To address the growing demographic of travelers who dream of seeing the world, the tourism sector has presented countless options to make travel easier, convenient, and more accessible as travelers’ destination checklists get longer over time. In a time when technology is capable of building solutions that can benefit the tourism industry and its customers, we see one sector gaining significant growth and interest: the global cruise sector.

For starters, the FCCA stated a 6% increase in the number of guests cruising globally in 2018—up to 28.2 million, from last year’s 19 million. In addition, studies showed how industry capacity is currently at a 100% utilization rate.

A new study conducted at the Customer Experience Lab (CX Lab) focused on the cruise market in order to measure CX perceptions of cruisers from the United States who went on a cruise within the last year. In their study, the CX Lab reported the current cruise experiences companies are offering: skydiving, go-karts, rollercoasters, spas, and celebrity chefs, to name a few. In terms of utilizing digitization and innovation, cruise lines allow their customers to customize and track their experiences via an app, expedite their check-in and check-out procedures, as well as stay connected to social media and the outside world. In the survey, the CX Lab reported that 50% of cruisers used the apps on a recent trip, with 31% unaware of the app’s existence.

---

Sponsor message - content continues below this message

2020 '15th annual' Global Contact Center World Awards NOW OPEN!

Enter your Center, Strategy, Technology Innovation, People and more into the ONLY TRULY GLOBAL awards program - regarded by many as being like the Olympics for the Contact Center World! Join the best from over 50 nations and compete for the most prestigious awards out there!

FIND OUT MORE HERE

---

Content continues ….

The study also reported that millennials and Gen Z individuals represent 40% of cruisers, both having different expectations and behaviors. The CX Lab study showed that the results for satisfaction for key items such as quality of entertainment and leisure programs for Gen Z is at a very low 6.9 (on a scale of 0-10) compared to Baby Boomers at 8.3.  This is an area of opportunity, as they prefer innovative approaches to entertainment such as music festivals, themed trips, and new activities. For younger generations, social media is important—they fill their social media profiles with travel pictures from around the world, many of them wanting to post their experiences in real time on social media. The CX Lab reported that 53% of cruisers in the USA posted on social media about their customer experience, and 15% of customers used social media to resolve issues.

Agent’s empathy, quality of food, and reliability of the brand are the top three issues that highly affect brand advocacy. The three most important items to focus on for improving customer service satisfaction are wait times, consistency of information provided, and an agent’s ability to listen, which sums more than 50% of the impact on this key metric. 

Visit the Teleperformance CX Lab by clicking here!

Source: https://teleperformanceblog.com/customer-experience/cruise-control-latest-dispatch-from-the-cx-lab/

2020 Buyers Guide

Get Listed

Training

 

1.)

Lieber & Associates Training Executives, Managers, Supervisors, and Reps Lieber & Associates provides training for all levels of the contact center team. The firm customizes its off-the-shelf trainings to meet your specific company needs, Executive and manager sessions address topics such as customer experience, metrics, technology, AI, and video calls. Supervisor sessions train your leaders to better coach and motivate reps. Phone staff modules include sessions on customer service, order-taking, cross-selling, handling difficult calls, phone "soft skills," and more. PH: +1-773-325-0608 https://www.lieberandassociates.com/Train-Speak/training-and-speaking-menu.html

 

View more from Teleperformance

Recent Blog Posts:

Cruise Control: Latest Dispatch from the CX Lab	January 9, 2020 5:00 AM
Delivering Exceptional Service through Emotional Intelligence	December 17, 2019 5:00 AM
Simpler, Faster, and Better Chat Experience	December 12, 2019 5:00 AM
Customer Experience in the Time of Feedback	October 31, 2019 5:00 AM
Welcome Innovation with TIEC!	October 17, 2019 5:00 AM
The Human Experience is Essential	July 4, 2019 5:00 AM
Empowering Your Customers	July 2, 2019 5:00 AM
The Friction Hunters: Inspiring a Positive Impact on Customers	June 27, 2019 5:00 AM
Gaining Competitive Advantage Through Human Interaction	June 3, 2019 5:00 AM
A Primer on Customer Centricity	May 23, 2019 5:00 AM