Global Connections, Inc. (GCI) is dedicated to delivering exceptional customer service. Founded in 1996, GCI was created to provide families with affordable travel opportunities, and over the years, the company has continuously adapted to meet the changing needs of its members. GCI regularly refines its customer service practices by integrating feedback from both customers and employees, enhancing the user experience, and collaborating with industry partners to leverage emerging technologies.
Feedback from Customers and Employees
GCI’s commitment to providing top-tier products is a dynamic, ongoing effort. With an average employee tenure of over a decade, GCI’s team plays an integral role in product development, engaging in various feedback opportunities to offer suggestions, ask questions, and contribute to growth. GCI is dedicated to not only gathering feedback from both employees and customers but also taking actionable steps based on that feedback to drive improvements.
The company incorporates feedback into its annual goals, using both employee and member insights. GCI’s internal auditing teams assess trends in user experience, benefit understanding, inventory, and agent reviews. This data is used to inform decisions on proactive member outreach, employee training, and the overall enhancement of the membership experience.
Improving the Membership Experience
Based on ongoing feedback, GCI managers collaborate across departments to refine communication and the user experience. Project managers implement proactive solutions to ensure continuous improvement in membership services and products. Every step of a member’s travel journey is carefully managed—from personalized confirmation emails to re-confirmation before arrival and post-vacation follow-up. These touchpoints are regularly assessed and refined to optimize the experience for both members and staff.
Leveraging Technology and Industry Partnerships for Added Value
As digital engagement continues to grow, GCI remains at the forefront of technological innovation, meeting the needs of tech-savvy customers, partners, and employees. Whether through online chat, inventory management, or new partnerships with industry leaders, GCI is committed to staying ahead in the travel industry. By continually fostering these partnerships, GCI creates a supportive environment for all parties involved.
Enhanced technological solutions benefit both members and GCI alike. Members can now conveniently book and manage reservations online, submit referrals, request inventory, renew memberships, make payments, chat with agents, and more. In 2023, GCI’s technology team streamlined the inventory request process, transitioning it from an agent-driven task to an automated digital system, setting a new standard in the industry.
Commitment to Excellence in Customer Service
At the core of GCI’s mission is exceptional customer service, aiming to provide an unparalleled experience for members, employees, and partners. Through efficient feedback systems, ongoing user experience enhancements, and strategic industry collaborations, GCI has earned a reputation as one of the most respected providers of travel and leisure benefits.
