Many service-focused organisations identify opportunities to ‘surprise and delight’ customers as a key vehicle for driving increased customer satisfaction and loyalty.
Revenue management and pricing in both hotels and airlines, however, sometimes seems to go in the opposite direction ie. ‘Surprise… by charging a new fee!’
Resort fees, bag fees, cancellation fees, seat fees – travel companies are now, unfortunately, better known for ‘hidden fees’ than their ability to ‘surprise and delight’.
How hotels and airlines could apply RM to surprise and delight