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Mike Taylor and Andrea Stokes offer an insightful overview of the preliminary findings from the 2024 North America Airline Satisfaction Study and the 2024 North America Hotel Guest Satisfaction Index. Discover which trends are currently influencing satisfaction levels and learn how brands are adapting to these early insights. There’s still time for changes before the final results are published, making this a must-listen for industry professionals looking to stay ahead.

On the latest episode of the J.D. Power Travel & Hospitality Intelligence Podcast, hosts Michael Taylor and Andrea Stokes discuss their travel and hospitality industry predictions for 2024. Mike discusses predictions for airlines, airports and rental cars; Andrea discusses hotels and business travel

On the latest episode of the J.D. Power Travel & Hospitality Intelligence Podcast, hosts Michael Taylor and Andrea Stokes review their 2023 predictions for the travel industry and share a sneak peek at some of their 2024 forecasts. - Mike predicted slowing air travel demand and moderating prices in 2023, due to inflation. He noted airlines are still facing full flights and limited routes, despite strong cash reserves. - Andrea predicted hotel room rates would moderate slightly in 2023 as consumers reduce leisure spending amidst inflation, but likely rebound for holidays. She foresaw continued staffing challenges and bottom-line stability for hotels. - Mike predicted continuity in 2023 of direct flight cuts to smaller airports and increased traffic into San Francisco from China's reopening. He expected hub airport crowding and moderate staffing improvements. - Both predicted continued struggles for transient corporate travel in 2023 with cost-conscious companies limiting business trips, unlikely to rebound until 2025. - Both predicted improvement in 2023 for group travel and meetings as live events ramp up.

In this excerpt from Coffee Talk with Brohawk, Denese Waiters joins host Mark Brody to talk about the findings from our inaugural U.S. Cross-Industry Customer Service Experience Study. She takes a look at how customers evaluate their experience with brands across industries and provides recommendations for improvements that can be made to exceed customer expectations.

In this excerpt from Coffee Talk with Brohawk, Denese Waiters joins host Mark Brody to talk about the findings from our inaugural U.S. Cross-Industry Customer Service Experience Study. She takes a look at how customers evaluate their experience with brands across industries and provides recommendations for improvements that can be made to exceed customer expectations.

In the eighth episode of our national conversation series on customer service, Denese Waiters, Director of Customer Service Advisory and Omnichannel Practice Leader at J.D. Power, is joined by Jon Picoult, Founder & Principal of Watermark Consulting, author, and customer experience expert. Together they discuss the ROI of customer experience and building the business case for customer centricity. Host: J.D. Power Expert, Denese Waiters, Director, Customer Service Advisory and Omnichannel Practice Leader Special Guest: Jon Picoult, Founder & Principal of Watermark Consulting

Get ready for an exclusive preview of the holiday travel season on the latest episode of the J.D. Power Travel & Hospitality Intelligence Podcast! Hosted by Michael Taylor and Andrea Stokes. As the holiday season approaches, hotels are gearing up to attract both locals and visitors with special events. Meanwhile, airports and airlines are entering the travel period where the TSA begins forecasting. Brace yourselves for an estimated 30 million passengers embarking on their journeys, a mix of business and leisure travelers. Speaking of leisure travel, this time of year sees a significant surge in vacationers seeking holiday joy. Mark your calendars for Nov. 28, as it is projected to be the busiest travel day with an expected 3.9 million travelers. If you're planning to travel on this day, make sure you're prepared for potential delays and waits. Notably, air travel is predicted to see a 9% increase this year, showcasing the growing enthusiasm for holiday journeys. On the bright side, more amenities in airports will be available, adding enjoyment to your travel experience. Don't forget to tune in to our December episode, where we'll be sharing our predictions for 2024!

The results of the J.D. Power 2023 U.S. Travel App and Travel Website Satisfaction Studies are here! On the latest J.D. Power Travel & Hospitality Intelligence Podcast, Michael Taylor and Andrea Stokes sit down with Amit Aggarwal, managing director of digital solutions for J.D. Power, to discuss the final results of the studies. Some highlights from the study: - What is being done well across most apps/websites? What needs the most improvement? - Why are travel apps rated lower? Anything they are doing as group that’s causing the discrepancy? - Among the winners, what are they doing correctly? - What do the remaining app/web brands need to do to reach the top?

In the seventh episode of our national conversation series on customer service, Denese Waiters, Director of Customer Service Advisory and Omnichannel Practice Leader at J.D. Power, is joined by Jay Baer, a renowned entrepreneur, author, and customer experience expert. Together they discuss the evolving landscape of customer expectations, the importance of speed and responsiveness, and the role of personalization in customer service to create even better experiences for customers. Host: J.D. Power Expert, Denese Waiters, Director, Customer Service Advisory and Omnichannel Practice Leader Special Guest: Jay Baer, Hall of Fame keynote speaker, and New York Times Best-Selling author

In the sixth episode of our series on the State of Customer Service, Denese Waiters, Director of Customer Service Advisory, and Omnichannel Practice Leader at J.D. Power, is joined by keynote speaker and customer experience consultant, Dan Gingiss. Dan leveraged lessons learned during his extensive career spanning over 20 years in corporate America, including a role he held during which his organization earned a J.D. Power award, to develop strategies to turn customers into enthusiastic advocates through extraordinary customer experiences. Host: J.D. Power Expert, Denese Waiters, Director, Customer Service Advisory and Omnichannel Practice Leader Special Guest: Dan Gingiss, Keynote speaker and Customer Experience Consultant

Ahead of the release of the J.D. Power Travel App and Travel Web studies, listen to Michael Taylor and Andrea Stokes of J.D. Power Travel & Hospitality Intelligence explain what makes an exceptional web and mobile app experience in the travel industry. Mobile apps continue to grow in use and importance in the travel industry. They are a key driver of satisfaction with the overall travel experience. Travelers use mobile apps for booking, managing day-of-travel and account management and have high expectations based on experiences with high-performing apps — both within and outside of the travel industry. Travel websites draw millions of visitors daily and continue to be important to success in the travel industry. Even with the rise of apps, a significant amount of mobile traffic continues to flow to websites. Website experience is a key driver of satisfaction with the overall travel experience.

On the fifth episode in a series of National Conversations on the State of Customer Service J.D. Power expert, Denese Waiters, Director, Customer Service Advisory, and Omnichannel Practice Leader is joined by special guest Blake Morgan, “the queen of customer experience,”. Listen in as she breaks down what the modern customer looks like in today’s world, mistakes companies need to avoid when developing customer experience (CX) strategies, and the pivotal role that technology is playing in shaping these experiences. Host: J.D. Power Expert, Denese Waiters, Director, Customer Service Advisory and Omnichannel Practice Leader Special Guest: Blake Morgan, Founder, Keynote Speaker and Customer Experience Futurist