In the near term, Steve Peltzman, Chief Business Technology Officer and Head of FeedbackNow, Forrester, said he believes that “the travel and tourism industry will need to treat every passenger/guest interaction as a first impression — one they will go home and tell their friends, family, and coworkers about.” And he points out that: “There’s only one chance at a first impression, so problems and opportunities must be acted upon in real time and remediated immediately.”
Asked what he saw as the key challenges for the industry as it begins to reopen and recover, Peltzman said: “Even though the global population has been getting more and more vaccinated, there are still pockets where vaccination rates are significantly lower. Those pockets differ from country to country and region to region, so while travellers might be getting more comfortable in their hometowns, traveling still causes heightened levels of anxiety and concern for many.”
He said that: “Health and safety protocols, as well as customer experiences that emphasize safety and hygiene, remain critical and need to be continually updated.
For the near term, I believe the travel and tourism industry will need to treat every passenger/guest interaction as a first impression — one they will go home and tell their friends, family, and coworkers about.”
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