Customers expect a top notch customer service when buying a holiday. However, managing your customer after care and looking after your customers once they've travelled is just as important as offering great customer service before they're off on their holiday.
Customer Relationship Management is critical for a travel agent to thrive in a competitive travel industry where the number of online booking services is growing. Travel agents could and should leverage their ability to offer a personal and human touch to their service to stay ahead of the competition.
Another reason is that by adding a personal touch to your customer service, you'll ensure that you stay top of mind of potential customers when it comes to booking their next holiday. Sending personal communication carefully tailored to your customers can really elevate your company's image and will help you increase your customers' loyalty to your brand.
Word of mouth is still the best marketing around. Ideally, you want every customer to be a walking and talking advertising billboard for your products and services. A proactive, customer aftercare service will help you achieve this goal. Not only will your customers keep coming back, they will tell their friends and family what a great experience it was to deal with your company.
The key to is to keep in touch and reminding your customers that you’re there for them if they need you. By staying in touch you’ll stay“top of mind” which will make it less likely your customers will go to another travel company to book their next trip. Whether you send them a welcome home message, remember their birthday, or a 'Thank you for booking with us' letter, etc, getting the right marketing content to the right customers at the right time is key.
Ultimately, investing in customer after care and travel management software that can help you do this, does take some time, money and effort, but it's worth every bit and you'll see that you will reap the benefits before you know it.