Company: Fox World Travel, Oshkosh, WI
Company Description: Leveraging a culture of ingenuity, exceptional service & commitment to care, Fox World Travel forms authentic & deep relationships with corporate & vacation clients to develop unique, tailored travel programs that truly fit their needs. Fox’s philosophy of putting people first & going above and beyond for its clients & associates has earned the company a reputation as a top travel company.
Nomination Category: Customer Service Department Categories
Nomination Sub Category: Customer Service Department of the Year - All Other Industries
 Nomination Title: Fox World Travel
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the achievements since July 1, 2021 of the nominated department, OR written answers to the questions? (Choose one):
Written answers to the questions
- Briefly describe the nominated department: its history and past performance (up to 200 words):
Total 176 words used.
Fox World Travel's client solutions team works closely with clients to understand their needs and objectives and provides comprehensive solutions to optimize their travel programs. The team is led by a vice president and director who oversee eight managers and two support specialists, all of whom have diverse experience in the travel industry.
The team provides cost savings by analyzing travel patterns and spend for our clients, resulting in an average increase of supplier discount rates by 2% to 3% through supplier negotiations. They also manage unused ticket credits, conduct low-fare audits, and leverage technology to deliver average savings of $250,000 to $3 million per year, depending on travel program size. To measure traveler satisfaction, the team uses NPS surveying and regularly reviews feedback to drive process improvements and technology innovations.
At Fox, the client solutions team is committed to providing exceptional support and tailored solutions. They collaborate to discuss client scenarios, challenges, and best practices, ensuring knowledge and insights are shared across the entire client base. This approach enables continuous improvement and innovative solutions.
- If you are submitting a video of up to five (5) minutes in length, provide the URL of the video here, OR attach it to your entry via the "Add Attachments, Videos, or Links to This Entry" link above, through which you may also upload a copy of your video. If you are submitting written answers to the questions for this category, provide them in the spaces below.
- Outline the department's achievements since July 1 2021 that you wish to bring to the judges' attention (up to 250 words):
Total 224 words used.
Fox World Travel has achieved remarkable milestones in customer service since July 2021, all due to its dedicated and customer-centric client solutions team. The team's deep understanding of their customers and the travel industry allows them to offer tailored solutions, which has resulted in a 100% customer retention rate for the last two post-pandemic years.
Despite the challenges of the global health crisis, Fox World Travel managed to increase its business travel sales from $440 million in 2019 to $488 million by the end of the fiscal year 2023, marking an approximately 11% increase from pre-pandemic levels. This success demonstrates Fox's resilience and adaptability in an industry hit hard by the pandemic.
The company's commitment to customer satisfaction is reflected in its outstanding [REDACTED FOR PUBLICATION], placing it in the top percentile of businesses using this scoring method. This high score is indicative of the strong customer loyalty Fox World Travel has fostered.
A key initiative that has contributed to these successes is the implementation of Quarterly Business Reviews (QBRs). These meetings supplement regular monthly touchpoints and provide an opportunity for Fox and its customers to review performance, identify areas for improvement and align on future goals. If a problem arises that Fox doesn't have an immediate solution for, they are committed to finding one, further enhancing customer loyalty and satisfaction.
- Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):
Total 197 words used.
Several industry statistics are cited throughout this nomination form. Many of those statistics and claims are outlined below and supporting links and files to sources that provide greater detail are included as supporting evidence for this nomination.
- NerdWallet's article "When Will Business Travel Return to Normal?" is referenced, which cites the U.S. Travel Association's prediction that domestic business travel won't recover to 2019 levels until 2024.
- Customer Guru's industry average Net Promoter Score (NPS) for the Travel and Hospitality/Other sectors is used as a benchmark, comparing Fox's exceptional [REDACTED FOR PUBLICATION] against the industry average [REDACTED FOR PUBLICATION].
- To explain the importance and calculation of NPS, a link to Delighted's comprehensive breakdown is included. This demonstrates how Fox is setting high standards in customer service within the travel industry.
- Sprinklr's data is utilized as supporting evidence for Fox's impressive 100% customer retention rate, showcasing it against the industry average in the Hospitality and Travel sector.
- Evidence of Fox's Quarterly Business Reviews, solution-driven approach, and numerous customer touchpoints are provided via links to videos and customer testimonials. These materials, while not for public promotion, serve as internal background support for the claims made in this nomination form.
- Explain why the achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry and/or to the department's past performance (up to 250 words):
Total 192 words used.
Contrary to the U.S. Travel Association's estimate that domestic business travel won't return to pre-pandemic levels until 2024, Fox has already surpassed its 2019 business travel sales by nearly 11%. This not only indicates a robust recovery but also shows growth despite the ongoing challenges of the pandemic.
The company's 100% customer retention rate over the past two years is another remarkable achievement, especially when compared to the industry average retention rate of around 55% for Hospitality and Travel. This outstanding performance is a testament to the exceptional work of Fox's client solutions team and their commitment to understanding and meeting each customer's unique needs.
In terms of customer loyalty, Fox's [REDACTED FOR PUBLICATION] is notably high. Bain & Company, the creators of NPS, classify scores [REDACTED FOR PUBLICATION] as amazing, placing Fox's score well within the top percentile. In comparison, the industry average NPS for Travel and Hospitality/Other is reported [REDACTED FOR PUBLICATION] by Customer Guru.
These achievements underscore Fox World Travel's dedication to superior customer service and engagement, setting it apart from industry peers and reinforcing its reputation as a preferred choice for customers across the nation.
| Attachments/Videos/Links: |
|---|
|
