With all the training available, books on sale and information online, one would think that most companies would have gotten the hang of good customer service by now. Sadly, many have not. Information being available doesn’t necessarily mean it is being used. So here are my top five let-downs that I experience on the road […]

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Traveler engagement is the topic of the day in the industry. At the ITM Conference 2017 it’s just been broadcast as one of the key issues of the future. But what does it actually mean? We know about the importance of communication and trust, but how can we become more engaging with our travellers? Why […]

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