Iziphumo zophando olutsha kumava omthengi kwishishini lokuhamba kunye nelokwamkela iindwendwe zabhengezwa namhlanje, ukufumana ulungelelwaniso olomeleleyo phakathi komgangatho wenkxaso yabathengi kunye neengqondo zabathengi malunga nezo mpawu.
Inkxaso yabathengi ehlwempuzekileyo inokuchaphazela kakhulu inqwelomoya okanye imboniselo yehotele njenge-90% US abathengi abafumene unxibelelwano olungalunganga bangakhetha ukungaliniki ishishini kuloo nkampani yeenqwelomoya okanye ihotele kwixesha elizayo ngaphandle kokuba bekungekho ndlela yimbi.
Ngaphaya koko, i-30% kunye ne-42% bathi abanakuze babhabhe naloo nkampani yeenqwelomoya okanye bahlale kula hotele kwakhona.
Phakathi kokuphazamiseka kokuhamba, iimpawu kufuneka zibeke phambili umgangatho weCX
Ishishini lokuhamba liye laguquguquka kulo nyaka uphelileyo ngokulibaziseka kwenqwelomoya kunye nokuphazamiseka okuphezulu emva kokuvela kwizithintelo zobhubhane, kunye nokunyuka kwamaxabiso. I-64% yabantu baseMelika baye bafumana ukulibaziseka kwiinqwelomoya zabo zakutsha nje, kwaye ngaphezulu kwesiqingatha (55%) sabahambi balindele ukulibaziseka kwimpelaveki yoSuku lomSebenzi. Kodwa isantya kunye nendlela yokunxibelelana oku kulibaziseka kudlala indima ephambili kumava abathengi ngokubanzi.
Abahambi babonise oku kulandelayo okukhethayo kunxibelelwano lwenkxaso yabathengi ngeenqwelomoya:
- Unxibelelwano kunye nezisombululo kufuneka zikhawuleze: Malunga nesibini esithathwini (64%) esinqwenelekayo ukulungisa ngokukhawuleza, kulandele i-50% ebeka phambili unxibelelwano olukhawulezayo kunye namaxesha amafutshane okulinda. Uninzi (54%) lwabantu alufuni ukulinda ixesha elingaphezu kwemizuzu eli-10.
- I-SMS igqwesileyo kumajelo onxibelelwano: Isidingo sonxibelelwano olukhawulezayo lwebrand inokuxhaswa yinto yokuba ama-40% abathengi bakhetha ukunxibelelana nenkampani yeenqwelomoya ngeSMS ngamaxesha ohambo oluphezulu. Kulo nyaka uphelileyo, uninzi lweencoko zohlobo lwaqhutywa ngaphakathi okanye nge-imeyile, kuphela i-15% ethi iinqwelomoya zibonelela ngeSMS njengendlela yokukhetha.
Amashishini ohambo kunye nokwamkela iindwendwe alungele ngokukodwa ukumangalisa kunye nokonwabisa abathengi. Nangona i-55% yabahambi balindele ukulibaziseka ngexesha Usuku lokusebenza impelaveki, iinqwelomoya zisenako ukukhuthaza amava alungileyo abathengi ngokuphinda baqwalasele indlela abanxibelelana ngayo nabathengi.
Uphando lubonisa inkxaso yabathengi esemgangathweni iya kudala amava angcono naphezu kokulibaziseka kwendiza kunye nolunye ukuphazamiseka kweeholide. Kubalulekile ukuba amashishini ohambo kunye nokwamkela iindwendwe aqonde izinto ezikhethwa ngabahambi kwaye amkele uluhlu olubanzi lweendlela zokunxibelelana ukuze akwazi ukunxibelelana nabathengi kwiitshaneli abazithandayo kwaye benze olu nxibelelwano lulungileyo.
Uphononongo luveze ukuba ngelixa ngaphezulu kwesiqingatha (61%) sabathengi bekholelwa ukuba inkxaso yabathengi kwishishini lokuhamba ihlale ifana okanye ibengcono ukusukela ubhubhani we-COVID-19, ama-30% anolindelo oluphezulu namhlanje kunokuba bekunjalo ngaphambili.
Iibrendi azikwazi ukumpompa iziqhoboshi kwi-CX ngoku. Ukubonisa ngakumbi imfuno yenkxaso esemgangathweni, i-30% yabaphenduli bakholelwa ukuba amava alungileyo adlulileyo ngowona mba ubalulekileyo xa ukhetha ukuba yeyiphi inqwelomoya endiza kubhabha.
Izifundo zeCX iinqwelomoya zinokufunda kwiihotele
Ngelixa iinqwelomoya zinamathuba okwakha amava azo enkxaso kubathengi, iihotele zinika ingxelo yezehlo ezintle kakhulu. Enyanisweni, i-95% yabantu baseMelika babe namava afanelekileyo okanye angathathi hlangothi ngehotele kulo nyaka uphelileyo. Abona baxhasayo bamava amnandi ngehotele ngaba:
- Abameli abaluncedo (66%): ngakumbi, phantse isiqingatha (46%) sisabeka phambili unxibelelwano lweehotele ngaphandle koqhagamshelwano.
- Unxibelelwano olukhawulezayo (61%): ngokuqaphelekayo, i-77% ikhetha ukukhawuleza, ukhetho lokuzenzela ngokwakho kubandakanya ukuthumela umyalezo ngehotele kwi-app okanye ngeSMS xa kuthelekiswa nokufowuna okanye ukuhamba uye kwidesika engaphambili.
Indlela yoVavanyo: Ezi ziphumo zisekelwe kuphando lwe-1,000 laseMelika. Uvavanyo lwaqhutywa ngo-Agasti ka-2022.
INTO ONOKUYITHATHA KWELI NQAKU:
- Poor customer support has the potential to drastically affect an airline or hotel brand’s bottom line as 90% of US consumers who experienced a negative interaction would choose not to give business to that specific airline or hotel in the future unless there was no alternative.
- It is critical that the travel and hospitality industries understand the preferences of travelers and adopt a wide range of communication channels to be able to connect with customers on the channels they prefer and create these positive interactions.
- The results of a new research into customer experience in the travel and hospitality industry were announced today, finding a strong correlation between the standard of customer support and consumers’.
