The Importance Of Customer Obsession To Travel eBusiness

As Delta Air Lines can attest, there is perhaps no industry as susceptible to empowered consumers as the travel industry. Travelers' growing use of social media, strong adoption of smartphones, and weak brand loyalty are but three of the many challenges (or are they opportunities?) that eBusiness professionals in travel must overcome if they and their firms are to be successful. To do this, travel eBusiness pros must be customer-obsessed, a mindset achieved by working to understand and anticipate travelers' needs, both stated and unarticulated. eBusiness professionals in travel must serve as the driving force within their firms to enable this evolution from channel focus to customer obsession.