The winter holidays bring families together. The travel industry makes these reunions a reality.
During the last months of the year, delivering a customer experience is all the more essential in the ultra-competitive travel and transportation markets. Nearly 30% of Americans traveled 50 miles or more during the 2013 holiday season (between December 21 and January 1), the highest number ever recorded. The AAA says that 91% of these travelers (85.8 million) traveled by automobile. The stakes will be higher than ever during the 2014 holiday season.
Even in the holiday spirit, there will no doubt be customer service issues—lots of them. Today’s customers expect service wherever they reach out, especially if they’re away from home. Nearly 10% of these customers are likely take their customer service issues to social media during their travels. This number rivals the number who would directly contact their travel agent.
As a result, it shouldn’t be too much of a surprise that leading rental car service Hertz now has nearly 10% of its conversations with customers over social media. What truly makes Hertz the leader in their industry though, is their ability to quickly and effectively answer these questions 24 hours a day, seven days a week across 4 rental car brands in 140 countries with 11,000 locations globally.