Consumer shopping behaviour, preferences and expectations have shifted dramatically over the past year or two. People are influenced by what their friends and even what perfect strangers say on social networks, and prefer booking tickets and hotels online than going in person to a physical office. They want smooth online experiences, and are quick to switch brands and services if they think a better deal awaits elsewhere.
We've found that companies only have about three seconds to connect with their customers before they lose interest. It's imperative for travel agencies and hoteliers to adapt, and the best put this new mobile, often fickle, opinionated customer at the heart of their businesses.