Neglecting Customer Experience in Travel and Tourism: A Case Study

It doesn’t take a marketing master to realise that ignoring bad press about customer experience or denying it all together will not make the problem go away. The conscientious approach would be to immediately address the problem before it spirals out of control; the less diligent approach may be to ignore it and pray the issue disappears; the profit-first approach may simply deny all culpability.  …

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