Customer service is of paramount importance in the transport, entertainment and hospitality industries. First impressions last and more often than not, a customer’s experience starts with the purchase and use of tickets.
The use of mobile ticketing has been around for many years, most notably in the air travel industry where mobile boarding passes have become the norm. But other modes of transport have been slower on the uptake and still rely on traditional methods of sale and use, such as ticket kiosks and paper-based tickets.
For many workers today, the standard 9-5 workday is becoming a thing of the past. With family commitments and a desire for a better work-life balance, many employees are enjoying flexible work patterns and working outside of these hours.
But how can major towns and cities respond to these changes and predict the new “rush hour” trends? And how do retailers analyse the best opening hours when launching in a new location?
According to the 2013 survey of transport in England, 36% of ‘other transport’ (including taxis, planes and trams) is used for business purposes. And with working professionals increasingly feeling that they don’t have enough time, journeys are being used to complete essential tasks on-the-go, with 45% of emails being opened on a mobile device.
The increasing reliance on the internet isn’t just limited to working professionals however. Tourists are also relying more heavily on mobile connectivity, with holiday-makers searching for hotels, restaurants and entertainment.