Leisure travel specialist Pentravel continues to report impressive year-on-year growth. Since 2009 its profits have soared by 873% with its first quarter performance (January to March 2017) showing 30% year on year growth. The company attributes this growth to a long-term focus on customer experience. Since 2009 Pentravel has focused on keeping customers happy, based on the assumption that business will follow customer satisfaction. Pentravel’s focus on customer experience was introduced by former CEO Sean Hough in 2009 despite digital just taking off then. “What wasn’t factored in by sceptics was just how much people would continue to appreciate good value, experience and service,” says current CEO Paulo de Oliveira. “While technology has certainly changed our industry, our customers still want to be able to sit down with a person, someone who has perhaps already been where they are going, and plan an itinerary that suits their specific needs. They like to know that if anything goe...
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