Managing Email Overload in Customer Service
E-mail enquiries in customer service have increased significantly in recent years. In addition to other contact channels such as telephone and chats, it is increasingly becoming a challenge for employees …
Publications
Sustainability in the Context of Competitiveness and Digitalization in the Aviation Sector
Sustainability, competitiveness and digitalization in the aviation sector – these key topics were the focus of the latest Think Tank event hosted by Dr. Fried & Partner together with their …
Dr. Fried & Partner at the meetings of the working groups of the National Platform Future of Tourism
On Monday and Tuesday, the working groups of the National Platform Future of Tourism (NPZT) met for their first sessions at the Federal Ministry for Economic Affairs and Climate Protection …
A busy week for Dr. Fried & Partner in Berlin
In its role as the office of the National Platform Future of Tourism (NPZT), Dr. Fried & Partner was able to actively support the tourism policy process at the federal …
Post Sales Service Excellence
Many companies, especially those with technical products, are currently experiencing strong sales growth. Where there is a lot of sales, there is also a lot of work involved in service …
Kick-off event for the National Platform Future of Tourism
We are pleased to be managing the office of the National Platform Future of Tourism on behalf of the Federal Ministry for Economic Affairs and Climate Protection (BMWK). The project …
PayPal and Dr. Fried & Partner present the new Travel Compass 2023 – Travel after Covid: safe, sustainable, individual
This year, Travel Compass 2023 from PayPal and Dr. Fried & Partner is once again providing exciting insights into the German holiday travel market. The study, which is being published …
Dr. Fried & Partner at the Service Congress of the Austrian Customer Service Association
“Service in Turbulent Times” was the motto of this years’ Service Congress of the Austrian Customer Service Association (KVA) on April 13 and 14, 2023 in Altlengbach near Vienna. Representatives …
Sustainability in service
In the corporate context, the topic of sustainability usually focuses on the sustainable production of products and services. However, service can also use business models and initiatives to increase the …
Tourist innovations at the Salz21
On March 15 & 16, Dr. Fried & Partner held the Think Tank in Austria at Salz21, as in the previous year, in cooperation with the Travel Industry Club in …
Innovative and customer-centred feedback management for airlines
Long queues at check-in, flight delays, cancellations and lost baggage characterised the journeys of many passengers in 2022. This was accompanied by a record number of complaints against airlines – …
“Mastering Transformation” for tour operators, travel sales, carriers and cruise – Impressions of the ITB Convention 2023
Top-class stage guests, exciting industry insights, diverse perspectives and interesting discussions. On March 7, 2023, the time had finally come: the most important experts from the travel industry came together …
Tour Operator, Travel Sales, Carrier and Cruise: programme overview of the ITB Berlin Convention theme track, chaired by Dr. Markus Heller
The time has finally come: on 7 March, the ITB Berlin Convention will finally open its doors again to the most important players in the international travel industry. Under the …
Globus Night 2023
The winners of the Globus Award 2022 were officially announced yesterday evening by touristik aktuell – the trade magazine for tourism professionals. Around 250 industry representatives attended the Globus Night …
Sales and service in transition – Download the collection of knowledge nuggets 2022 here!
In 2022, we at Dr. Fried & Partner published blog posts about the changes in the world of work and the crisis-related challenges in sales and service organisations. A total …
The ITB Convention 2023 is repositioning itself: Dr. Markus Heller on the Board of Experts
From March 7 to 9, the most important players in the international travel industry will come together again at the ITB Berlin Convention 2023 under the motto “Mastering Transformation” to …