Online travel pioneer Terry Jones brought his message of innovation to the 117th NAMIC Annual convention on Tuesday, September 18 at the Gaylord Texan in Grapevine Texas.
Jones said that companies are increasingly facing a new kind of relationship with their customers, one digital in nature. "Not that 'face-to-face' or the phone are going away, but we need to add digital relationships to all our businesses, because consumers have a new tool in their tool bag and that tool is the mouse." The mouse, he said, is how consumers increasingly find, purchase, get service and rave or complain about products. "It's really changed everything," he said.
Jones, the current chairman of Kayak.com and founder of Travelocity.com, used his experience as a travel agent and vice president of an international business travel firm and combined it with the growing world of e-commerce to change the way people around the world travel. His story illustrates how an industry can adapt to a changing economy through innovation.
Jones said businesses should work to embrace their customers more fully, particulalry as more and more becomes online, or even mobile. "You have to be involved in every stage of the customer's process," he said.
Posted: Tuesday, September 18, 2012 2:47:24 PM. Modified: Tuesday, September 18, 2012 4:45:50 PM.
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