As we search for a sense of normalcy, this crisis presents an opportunity to better lead by example, better care for clients and colleagues, and change to position for the best possible future.
CWT has a long track-record of adapting to fast-changing scenarios, and I’ve seen first-hand, great traveler experiences delivered under duress, and people using the crisis to adapt and improve processes.
So innovation and cost-saving are not mutually exclusive partners – as witnessed by customer thank-yous, including this one: “You really made a difference to many of our travelers. Do not underestimate the impact you are having on our staff and their families.”
These and some real-life examples have helped me refine my thinking on the three key benefits of a team approach in crisis situations:
- Disruptive thinking changes conventions
Partnering with one global customer, to respond to the EU/US travel ban, we rolled out 24/7 myCWT messaging for them in less than 48hr, while for many who wanted a simple change option, we launched a one-click cancelation feature on our mobile and web myCWT channels.
- Move fast or miss the bus
As government restrictions have been enforced, home has become the new office for many. So, within a matter of days, a combined front-line/technology team built a secure VPN based toolkit to enable smooth operations without locational issues.
- Continue to optimize – rewards will follow
We’ve not only adapted resources to accommodate booking volume changes but also maintained key investments. We have created a new remote rollout approach for our new counselor platform - ensuring that when all of our travelers return, they will be serviced on our new platforms.
My conclusion is that, while companies tend towards rigidity, and become top-down-driven to preserve cash in crisis mode, the above showed me that by releasing an organization’s innovation and energy, and accentuating multi-functional teamwork, you can empower your staff to help you face the crisis head-on by challenging the way you have historically done business.
Find out more about our customers' traveler experiences.