Incentives are “absolutely vital” in delivering customers the best possible experience during a travel agency transaction, according to Flight Centre managing director Graham Turner.
Speaking at the CAPA Corporate Travel Summit in Sydney, Turner identified Flight Centre’s incentive scheme, which is based on monthly key performance indicators (KPIs) as one of the company’s major differentiators.
“People on incentives will look after you better, are more efficient and there are less mistakes made,” he said.
In addition, Turner highlighted the company’s emphasis on “really understanding” the customer as another point of difference.
“It’s about looking at what’s really good for the customer, what’s going to make change for the customer, what’s going to change the customer’s life for the better,” he said.
He insisted that it is not primarily “just about making money from the customer”.
“Although invariably in the end we will make money out of it.”
