CWT Adds Center to Boost Retention, Satisfaction

CWT has created a new "Center of Excellence" that will focus on customer satisfaction and retention, the travel management company announced.  

Kass Kass
Sep 2, 2022 - 21:04
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CWT Adds Center to Boost Retention, Satisfaction

CWT has created a new "Center of Excellence" that will focus on customer satisfaction and retention, the travel management company announced.

The center is a method of "formalizing our approach" to customer retention, which includes "constantly evolving to match, and preempt, changing customer needs and expectations in the travel and meetings space," according to CWT chief customer officer Nick Vournakis. Maura Geertsma—who has worked in the travel industry for 25 years, including nearly 15 years in executive roles at BCD Travel, and joined CWT this summer—is leading the new center.

CWT reports an average retention rate of higher than 96 percent for existing customers over the past five years, over which time the TMC said it has brought on more than $7 billion in new client business.