Every year one or two themes seem to stand out at the GBTA convention. This year it was traveller satisfaction—a growing priority for travel professionals according to a recent Skift Survey.
While many travel buyers realise that improving traveller satisfaction can increase compliance, some have told us that they struggle with selling that idea into cost-conscious executives.
Carol Velasquez, AVP Procurement, at Macerich shared how she was able to increase traveller satisfaction and lower costs during the GBTA session, “Tackling Traveller Satisfaction: True Stories from Travel Managers.”
Velasquez recognised that half of the battle of rolling out new traveller-friendly policies is securing executives’ endorsement. To convince the leadership team of the value of her proposed policy changes, she took the following steps:
- Carol formed a team of diverse people that were willing to listen, including executives, frequent travellers, administrative assistants and members of the procurement team.
- She surveyed travellers so she knew exactly what was working for them and what wasn’t.
- Then, she shared industry facts and trends that focused on employees, value, and efficiencies.
- And, perhaps her most important tip, Carol was confident. She presented herself as an expert who was using her voice to bring improvements for the benefits of the end-user and organisation. Her expertise instilled confidence in the executives and travellers at Macerich.
If you’re ready to sell-in traveller satisfaction initiatives to your executives, download this PPT template, to start crafting your story.
Keep up with the latest business travel news
Join the Egencia mailing list today and get updates right in your inbox