Customer expectations are rising faster and faster. You can blame modern day technology for this as new and faster ways of communications like apps, bots and social media have made it easier for customers to reach out to businesses. Of course, this means as a travel company you'll need to step up your game when it comes to customer service. Here are some ways to do this.
Personalisation is a great way for a travel business to keep your customers close. CRM technology can help you set up a client database that allows them to add customers' personal information like birthdays, booking patterns, holiday spend, destination preferences, etc. so you can offer a personal booking experience. For instance, you can send out messages to wish them a nice trip before they leave and send them a ‘welcome home' message when they return home. The advantage for you is that the booking process will be much quicker, saving you a lot of time and effort.
Besides a more personal service customers want a more seamless service. If for instance one of your travel consultants has been speaking to a potential customer who then calls again, he or she will not want to explain where they want to go all over again. Keeping copies of previous conversations is key for offering a customer service without the annoying back and forth. Again a CRM system can help you do this.
Keeping in touch
Don't stop talking to your customers once they've travelled with you. Keeping in touch post-trip by sending marketing emails tailored to your customers' preferences and travel patterns is key to ensure that your business is at the back of their minds every time they want to shop for their next holiday.
Listen to what they want
People love to give their opinion and one great way to understand your customers' needs is to offer them a way to provide their feedback on your product. Besides giving you a good idea of what their (dis)likes are, raving reviews on your website will be a powerful selling tool when it comes to attracting new customers.