The theme for the 2018 btTB-GBTA Annual Conference is ‘Keeping your Customer Satisfied’. Improving customer experience is high on the agenda for many organisations. But what does it mean? Who are our customers and what are their needs? What can we do to improve their experience? What does this look like in the context of the travel category?
I would argue that all stakeholders that procurement comes into contact with should be regarded as customers – even our suppliers. While this may sound odd, at the end of the day we are providing services to both the buy and supply sides of the equation. Should we not therefore treat our suppliers just as well as we do our internal customers?
Among things we might do to improve the customer experience are such things as examining how we can become more responsive or agile to the changing needs of our customers, business priorities or changes in the market. We need to look at how we can embrace technology and new innovations that will provide a better experience for our travellers or bookers. We need to be cognisant of new products and services from end suppliers that could improve our customers experience and we need to ensure that our suppliers see us as a customer of choice in providing us these services.
All of these issues will be addressed, either directly or indirectly at the btTB-GBTA Annual conference 2018. The knowledge sessions will provide direct insights into best practice travel management and market changes, while the extensive trade show provides buyers with a great opportunity to view latest offerings from a diverse range of suppliers.
I commend the programme to you and look forward to seeing you for what should be two great days of learning and networking.
If you are involved in buying, managing, arranging or supplying business travel, then this is the must-attend event for you