Why Choose The Academy Of Excellence We Help You Win Guests For A Lifetime!
Each year Thomas Cook sends out 1.750.000 customer satisfaction questionnaires to analyse how satisfied our guests were with their holidays.
We receive feedback from over 600.000 guests each year which deliver us important insights of their expectations, wants and needs. Our Customer & Market Insights help us improve our customers’ satisfaction and win them for a lifetime.
"Did you know that customer loyalty increases also based on how mistakes are being handled? A lot of studies show that up to 70 % of unhappy customers transform into loyal customers if the mistake has been fixed exceeding their expectations. Transparency and listening on customers’ needs gives people more incentive to share their experiences. That gives you the excellent position to make changes based on your customers feedback and shows your customers that you genuinely care to deliver the best product and best possible customer experience. Be a problem solver not a problem maker for your customers."Anja Noell, Customer Experience Manager Continental Europe