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The Power of Connected Trips Including Who Will Take Care Of My Dog.

Updated: Apr 29, 2023

As a traveler, you know that your journey doesn't start and end with your flight. You have to think about transportation, accommodation, and even pet care. But have you ever felt like airlines operate in silos, with no consideration for your entire travel experience?

Recently, I came across an interesting perspective on customer experience in the airline industry. A candidate with no direct experience in the field challenged the conventional understanding of customer experience.

When I asked him to define customer experience in the context of airlines, his response was a simple yet insightful one: "Well, when I plan to travel, I don't think of the airlines only, but end-to-end, including who will take care of my dog while we are away." Probably without knowing it, he brought to the discussion the concept of Connected Trips

Connected trips refer to the seamless integration of various aspects of a traveler's journey, including transportation, accommodation, and yes, even pet care. By acknowledging these concerns and addressing them, even if indirectly, airlines can provide added value to their customers and help alleviate some of the stress associated with travel.

Currently, airlines operate in silos, which can have a negative impact on the customer experience. For example, if you're traveling with your dog, you might have to deal with different airlines and pet care services, each with their own rules and procedures. This can lead to confusion and frustration, making your travel experience less enjoyable.

To break down silos and improve customer experience, airlines must collaborate with various players in the travel ecosystem. By forging strategic partnerships with hotels, transportation providers, and pet care services, airlines can create a seamless travel journey for their customers.

Technology plays a crucial role in making connected trips a reality. By utilizing data analytics, artificial intelligence, and advanced algorithms, airlines can predict customer preferences, personalize offers, and streamline the booking process for a truly connected trip. Integrating various services into a single platform, such as mobile apps or websites, can further enhance the customer experience by providing a one-stop-shop for all their travel needs. The customer experience in the airline industry goes beyond the flight itself. By embracing the concept of connected trips and breaking down silos, airlines can create a more holistic and satisfying travel experience for their customers.

Collaborations, partnerships, and leveraging technology are essential to achieving this goal and setting the stage for a new era of customer-centricity in the airline industry.

What do you think about this perspective on customer experience? Have you ever experienced the negative impact of silos in your travel journey? Share your thoughts in the comments below.

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