The Stevie Awards Blog

In the Travel Industry, Supporting Staff Is Paramount

Posted by Daniel Ferguson on Tue, Aug 06, 2019 @ 11:46 AM

As the travel industry continuously works to meet travelers’ demands, this sector’s technological aspect is becoming increasingly important. When it comes to understanding what a diverse set of travelers are looking for when getting from point A to Z, data is truly king. Gone are the days of customers simply being mesmerized by how quickly they can arrive at the other side of the world; now it’s all about how great their experiences were getting there.

Image result for fcm travel solutions

FCM Travel Solutions believes its staff can circumvent any of these new industry obstacles by providing its team members with the best tools available. This means supporting them, either online or off-line, at all times. The company’s expertise, supplier relations, unrivaled negotiating strength, and innovative technology solutions position FCM as a leading business travel partner for large national, multinational, and global corporations. It also gives them the resources necessary to confront these new industry trends.

New Days, New Challenges

Global business travel is expected to bring in $1.4 trillion by 2020, with “bleisure” (business and leisure) projected to be a big chunk of sky activity. FCM attributes strong corporate values to its ability to adapt to this kind of change, as well as any other emerging customer trends.

“We pride ourselves on being both global and locally connected,” says Jaime Kuek, the corporate communication manager for FCM. “Deep in our DNA is the local connection. For example, in China, 100 percent of our staff is Chinese. There is, therefore, a strong culture and connection with the local ecosystem in the local industry, which is important when serving our customers.”

Kuek goes on to say that, even in the field of artificial intelligence or machine learning, it’s imperative to streamline and to categorize useful data to anticipate the needs of a diverse set of customers.

For example, a growing trend among travelers is the ability to leave wallets and boarding passes at home since people can now use their smartphones to check in. This introduces new protocols and privacy issues that travel management teams are still debating and testing. These companies want smooth transitions into new policies so they can have more time to anticipate additional changes on the horizon.

If you’re looking to design leadership habits and work culture values in your organization, take a look at how FCM recognizes its employees:

  • Fostering open communication during question-and-answer panel sessions
  • Offering regular business updates and daily updates from operations leaders
  • Holding quarterly buzz night recognitions for top performers and operations
  • Recognizing unsung heroes
  • Delivering excellence service awards that recognize things like a customer’s complimentary email or letter to his or her travel consultant and operations team
  • Implementing health and well-being initiatives
  • Celebrating diversity

FCM is committed to upholding these values in order to keep its staff educated about new trends and to support its customers. If your organization deals with constant changes in an ever-expanding field, consistently review your team members’ needs to ensure you’re providing them with the best tools available. This approach is what helped FCM win the Gold Stevie® Award for Innovative Use of Technology in the Customer Service category of the 2019 Asia-Pacific Stevie Awards.

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Tags: Customer Service, Asia-Pacific Stevie Awards

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