Interview:

Setting Sail With Travelocity: Creating A Customer-centric Cruise Experience

Intro: This past summer, Keynote released its Customer Experience Rankings for the online cruise industry. In this intensely competitive segment of the online travel industry, Travelocity was a top performer in a number of key experience metrics. Benchmark recently caught up with Joanne Kok, Travelocity’s principal for customer research, usability and insight, to learn some of the ways Travelocity creates a ship-shape customer experience.

Benchmark: Travelocity was ranked number one in customer support in the most recent Keynote Customer Experience Rankings® for the online cruise industry. Can you share some of your secrets for keeping your customers so satisfied?

Joanne Kok: Customer support is one of the areas we've chosen to differentiate ourselves from a lot of the other online travel agencies. We want to champion the customer and their interest and their needs, and providing that outstanding support is a way to do it. We have very big focus on that.