Sales and Leadership Wisdom from the Leaders,Madhavan Menon

I asked Mr. Madhavan Menon, Chairman & MD of Thomas Cook for this thoughts on selling process & customer experience in the travel industry. He replied, We are constantly trying to give our customers “omni-channel” access using Technology. My view is that a customer will decide how they will connect with you. A customer comes to you because they believe that you can fulfill the experiences they are looking for. This belief is based on brand reputation, ability to deliver quality and are user friendly.
As a part of this changeover, we are enabling our agents with Technology that will let customers decide what they want to see. The world now recognizes that a customer is looking for an experience. The customer is going to pick and choose the experience. You are not going to tell the customer what to do. So the mantra today has changed from customer service to customer experience. You don’t determine what the customer wants to experience, but you manage the customer’s experience.

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