Main Conference Day Two
Wednesday, October 9th, 2019
11:00 AM No service as the best service: Resolve customer issues before they even arise through customer care innovation!
As a fast growing internet business in the highly competitive and demanding travel industry, Tourlane has a unique customer vision: providing the best service throughout the customer journey and resolve potential issues before they arise. In this session, Jochen shares key components in Tourlane’s innovative approach:
· How to drive service across the entire organisation: customer services as a key differentiator for Tourlane
· Leveraging the CRM as the innovation backbone to predict and resolve issues before they arise
· Organising and training both the internal and external customer care team to deliver the best customer service
· Analytics as a key enabler to drive customer contact performance