Customer Experience Team

Customer Experience (CX) uses insights from Customer & Market Insight (CMI) to look Thomas Cook from the inside and out, looking for ways to improve the customers experience and create greater loyalty. Together with CMI, CX will take that learning and implement solutions across the Group.

The vision: Providing a deep customer understanding to other departments for improving customer experience across all touch points and activities.

Responsibilities

  • Introducing Net Promoter Score (NPS) as an overarching system across the Group
  • Implementing the Loyalty Circle across the Group
  • Flagging quality and customer issues and addressing those with the relevant departments
  • Implement and track improvement actions
  • Continuously reduce customer complaints and compensation payments
  • Review and shape customer complaints processes
  • Innovate and shape the customer experience by using customer insight
  • Optimization of customer service initiatives and all touch points along the journey

Business relevance

Customer Experience (CX) refers to everything that a customer will and has experienced with a brand over time, and along the customer journey; from when they start to research their next holiday, until they come back and are asked for their feedback. Therefore Customer Experience builds the basis for a customer-oriented business (e.g. having the right brands, products and touch points) in order to enhance customer loyalty and satisfaction. Its business is to enable targeted up-/cross-selling for an increase of Thomas Cook’s sales revenue.

Deliverables

  • Processes to attend the customer and solve issues immediately and complaint processes 2.0, e.g. By 2018, target of 80% of complaints to be resolved in resort
  • Continuous improvement processes across all markets
  • Implementation plan for NPS as a system
  • Implementation plans of improvements from insights to action
  • Reporting and Dashboards of Customer KPI’s
  • Increase volume of loyal customers
Our Promises & Values for hoteliers

OUR CUSTOMERS ARE AT THE HEART OF OUR BUSINESS – AND SO ARE YOU.

WE APPLY OUR PROMISES TO OUR GUESTS AND BUSINESS PARTNERS ALIKE.

Quality
Our mission is quality. We believe in high quality standards.
Service
Service is our core belief. We are dedicated to delivering best-in-class service to you.
Reliability
Reliability is the key to our success. You can rely on our help to win your guests for a lifetime.
Visit thomascook.com for our customer promises & values