Customer Experience: Trip Advisor - A review.

Saturday, October 12, 2013

Social media and Web is playing critical role in growth of the company. Unlike is 80's and 90's were the company focus was on advertisement through celebrities, these days advertisement alone may not sell. 

Social media and customer experience website are becoming more powerful, the primary reason being those writing on specific product or service offered are based on their actual experience of the product and not just based on payment a celebrity might receive for an advertisement. 

On a product or service, will the rating or write up always be positive, if it good?. I don't think thats possible, there are certain aspects of the experience that cannot be fully controlled. Individual perceptions, emotions and behaviors of people expectation vary. A product might have both positive and negative remarks. It is just for the potential buyer to understand about people making remarks before taking decision and another yard stick, I normally use is to look what’s the majority remark. 

Called, 'Customer experience' is growing and company has started focusing on getting better reviews. This naturally makes the company to work towards customer satisfaction. These days, there are software application and tools are available, which helps the companies to analyze customer experience posted on the web and use the same intelligently to grow business. Thinking, to write of the application / tools used towards analyzing customer experience shortly.

I believe this is one area, which is yet to be tapped and still at a very nascent stage, bound to grow over years. 

In travel customer experience sector, trip advisor has grown over the years. As far as my vacation travel is concerned, I normally look at trip advisor towards narrowing done on accommodation, places to visit based on the review comment provided. Have been using trip advisor in the last 3 year, the trip advisor review comments had enabled me to make informed decision. Post my visit, I do post my experience on trip advisor.

    (a recent magnetic sticker received from trip advisor for my contributions ).

Looking forward to actively participate in trip advisor venture through reviews!

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