Travellers Choice has earned praise for its crisis management skills with agents commending its proactive support in the wake of the current Middle East conflict.
The group – which also won plaudits for its efforts during the COVID pandemic – quickly unveiled a range of initiatives to ensure its members remain fully informed on developments and well positioned to minimise impact on clients.
As well as launching a dynamic online ‘hub’ collating all supplier updates, the group has hosted webinars with various airline partners and operated a dedicated hotline for agents to escalate issues with preferred suppliers.
In addition, the Travellers Choice marketing team has developed a series of clear and timely messages for agents to distribute to customers via email and social channels.
The praise was forthcoming in the company’s annual Member Survey, which revealed the overwhelmingly positive feedback.
“The systems that have been put in place have made it as easy as possible to assist our clients,” commented one Perth-based member.
“”The continued communication between head office and individual agencies is fabulous,” said a Queensland business owner. “At no point have I felt like I am on my own.”
Christian Hunter, Travellers Choice Managing Director – who has personally hosted regular webinars to update members – says the experience gained during the pandemic ensured a rapid roll-out in response to the latest geopolitical ructions, which some members have described as “traumatising.”
“The internal processes we developed during COVID – particularly around member communication and supplier liaison – allowed us to get on the front foot and move exceptionally quickly to address a situation that many have clearly found challenging,” he added.
“It’s pleasing to see those efforts – and the speed with which they were rolled out – acknowledged, as well as our initiatives to address other ‘pain points’ such as staff recruitment and development through our innovative ProStart and ProAdvance online training programs.”
Travellers Choice members also praised the group’s network of state-based business development managers, range of preferred suppliers and sophisticated marketing services – reserving special commendation for the marketing team’s ability to develop bespoke local area marketing initiatives.
When it comes to overall fulfilment, this year’s survey delivered the award-winning group a perfect score, with 100% of respondents saying they are satisfied or more-than-satisfied with their membership.”
The survey also affirmed Travellers Choice’s enviable Net Promoter Score (NPS) of 90% – a result it has now repeated for three consecutive years.
“NPS is a well-established measure of customer and brand loyalty,” said Mr Hunter. “For any company to achieve a score of 80 and above is remarkable, but to achieve it three years in a row puts us among an elite group of Australia’s most trusted and respected brands.”
