Mapping your customer journey is an important part of understanding and satisfying them better. Since the travel and leisure industries are still in turmoil after covid, I believe that now is a good time to review how they treat their customers. And this should include their customer journey mapping.
Through the example of an experience I had with the Hilton Group, I share some important lessons about getting customer service right! These will be invaluable as the travel industry fights to recover.
Background
Each year around Christmas time, my family get together for a weekend of fun somewhere in …
