Traveler Centricity
Millennials have not entered the workforce quietly. They’ve demanded, among other things, more flexible schedules, open floor plan workspaces and the ability to work remote, all in search of a better work/life balance. Now they’re doing it to the corporate travel industry.
Traditionally, travel has been scheduled and managed by corporate travel managers. The corporate manager sets up a travel schedule, focusing on cost-effective transportation and accommodations with little to no input from an employee. The employee then follows the itinerary, with all its resulting travel headaches.
Changing the Way Employees Travel
Enter the internet. With the sudden availability of travel sites, it’s now incredibly easy to book flights and hotels in a matter of minutes. Millennials are one of the most connected generations and therefore early adapters of most technologies. These Millennials, and their like-minded colleagues, weary of long flights with several connections, stuck on bad airlines and languishing in outdated hotel rooms, jumped at the chance to be back in control of their schedules and lives again. They start scheduling their corporate travel without corporate approval.
Suddenly the travel policies set forth by a corporation are no longer useful or relevant. The benefits of a corporate travel manager fall by the wayside. Even though employee travelers may think they’re getting the best price, they may not be aware of flight and hotel deals corporations make within the travel industry. In addition, corporate travel policies are in place to keep employee travelers safe and to keep track of where employees are when they travel. When these policies break down, it creates chaos for businesses with many traveling employees, like a sales organization.
Traveler Centricity: Empowering Business Travelers
Which brings us to traveler centricity. Traveler centricity is the uniting of technology and customer service, catering to the experience of the business traveler. Corporations are now embracing technology which will allow their employee travelers to provide feedback on everything to do with business travel. From flight schedules to rewards programs to hotels near destination attractions, corporations are looking for ways to make travel more comfortable, and even enjoyable, for their employees. If employees like these new methods, they are more likely to stick to corporate policies regarding travel. Increased productivity and employee retention are additional benefits of a traveler centric focus.
While there is no one-size-fits-all approach to creating a corporate travel program employees use, there is already technology in place to gather feedback from employees. Because employees are on the go, mobile apps like the Peoplocity app will be easily accessible. Once the feedback starts flowing, a corporation will have the data necessary to improve the experience of the business traveler. Business travelers will now feel heard. Corporate travel policies will be relevant again. It’s a win-win for everyone.
Categorized in: Customer Service
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