A McKinsey report released to customers earlier this year and now in the public domain hits out at weak airline efforts to improve the customer experience.
A stream of wake-up calls in McKinsey’s Travel & Logistics: Data Drives the Race for Customers report includes the dire fact that most major airlines struggle to provide customers with complete, easy to use digital services. Among the 25 major airlines it assessed, ‘none excelled’.
Yet, given the importance of the technically driven changes transforming online travel, especially the move hyper-personalise, digital mastery seems a must! Already, McKinsey point out, 69% of customers are more loyal to a travel company that personalises their online and offline customer experiences.
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