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 to 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.