Industry Insights

Five Reasons Customers Leave I was recently hired as a keynote speaker to talk to a group of financial advisors about client service. One of the topics of the meeting was a discussion about why a client would leave. The most obvious reason might be that the financial advisor gave bad advice, and the client…

New Report Highlights Impact of Inbound Travel Trade Inbound travel trade fuels $52.8 billion in U.S. travel spending. The U.S. National Travel and Tourism Office (NTTO) has released a groundbreaking report, The Contribution of U.S.-Based Inbound Travel Trade Operators on International Travel to the United States, underscoring the vital role of inbound travel trade in driving $52.8 billion…

The Ethical Use of AI in Group Travel It seems everywhere you look, there’s talk of artificial intelligence (AI) and its effect on our personal and professional lives. Those in the travel industry may be wondering what it’s all about or even be nervous AI will replace their job. Thankfully, travelers still seek human connection…

Parents’ Priorities Have Shifted  Two years ago, our survey showed that the pandemic strongly affected family travel behavior. For example, active vacation types such as camping and visits to National Parks saw a surge in interest, which has since returned to pre-pandemic levels. And two years ago, 26% of respondents considered COVID-related concerns such as…

Why Handling Mistakes Well Is a Key to Amazing Customer Service Good customer service becomes noticeable for two reasons: 1. A company or brand can be known for amazing customer service and experience. Customers may notice the employees’ attitude, how easy they are to do business with and more. But sometimes they don’t, because it’s…

What’s Motivating Travelers in 2025? As a new year quickly approaches, group travel professionals have their sights set on the future and what it takes to be successful in 2025. But what’s got travelers feeling excited to hit the road in 2025? Come along as we find out. Expedia Group’s Unpack ’25 examined what’s motivating travelers and…