Walking in Customers' Shoes: LodgeLink's CCO Vincent Campana Puts Empathy at the Heart of Workforce Optimization Customer Experiences

With features like managing large group bookings, uploading crew lists and simplified schedule management, LodgeLink increases efficiency at every step, saving companies time and money. Travel managers have access to comprehensive search filters and map layers to help find the most suitable accommodations, including searching for amenities like large truck parking and 24-hour meal service, companies can indeed transform their workforce travel experience with a platform built around the unique needs of crews.

As to how LodgeLink has been able to become the fastest-growing ecosystem of hotels and lodges in North America, Vinny says it’s all about a willingness to listen, and then to act on what you’re hearing from customers.

“How do you deliver on that promise and communicate it? I think the biggest detriment to anybody working with the customer is not listening and missing the cues.”

“I discussed technology, mid-office, and reporting - that's truly our core competency and we're doing better at it than our competition. We often hear from customers who previously used other travel platforms to manage crew. There were gaps that they didn't appreciate, you know - delayed invoices, lack of transparent reporting and the utility of the tool itself or the fact that they weren't 24/7 with a dedicated, passionate customer experience team if they needed someone.”

It's a dedicated, passionate customer experience service team that he credits for providing a level of service that has become synonymous with the LodgeLink name.

“These are true LodgeLinkers and they have a passion for what they do to service the customer. When a customer contacts LodgeLink, that could be for a crew change, or if their schedule has changed or they’re going to miss their connection. What can we do? Get them into a different property. Our customer experience team does a fantastic job and like I said, they bring a level of passion, and empathy to every single phone call that we take.”

Adding that “white glove service” is provided without the extra fees seen with other providers, LodgeLink’s dedication to improving every step of the workforce travel journey is one that Vinny believes has the company poised to move onward and upward into the future.

“When I came in, it was a much smaller company and we've grown exponentially. We have open positions. We just filled a bunch in the commercial team, which I'm thrilled about because we're attracting great talent both in the United States and in Calgary. So I would tell people if they see a job posting, and want to work for a company that's moving forward and transforming how workforce travel is managed to join us because they'll be very fulfilled in their career by being a part of a dynamic team and contributing to innovative solutions in the marketplace.

As part of that evolution, LodgeLink has continued to add to its team. Since the company launched in 2017 with a minimum viable product and just three employees, LodgeLink has grown to a team of more than 90 in 2022 and continues to develop technology and create new ways to disrupt the workforce travel space. It’s a future that has Vinny excited.