In any industry, there can often be a bit of a gap between a customer making a purchase and actually using the product. Even in my business a fair bit of time can often pass between the initial meeting and delivering the first piece of work. It can be hard to make your customers feel looked after.
This is especially true in the travel business. Unless your customers are making a last minute break for the sunshine several months can often pass between the booking and their actual holiday. So what do you do? Leave them to it and trust that their excitement will build the closer they get to their break? You could, but then you run the risk of your valued customers feeling neglected. If you want to deliver great customer care from the time they book to the journey home, here are a few ideas.
You put so much effort into marketing your business. You work out who is most likely to buy from you, what they like and where they spend their time. Then you carefully craft your marketing message and put it where they’re most likely to see it.
(If you’re not doing any of the above, call me. We need to have a serious talk about how much time and money you’re probably wasting.)
It’s easy to think of marketing as a separate task but it doesn’t have to be that way. Everything you do day to day can play a part in spreading the word.
Who really needs a travel agent these days? After all, almost anyone can search online and find their perfect holiday in a few minutes. Or find flights and hotels separately and save themselves a heap of cash.
How do you market yourself when your potential customers are convinced they don’t need you anymore? Here are a few things to focus on…
You might not have heard about the three social media modes before, but trust me, you’ll want to know about them. We’ve all heard about Facebook’s new emphasis on building communities. How do you build community? By getting people talking on your posts and about your content.
The most important thing to remember about social media is that it’s social. It’s not about you giving your customers a lecture. They want to see things that inspire them and get them excited rather than just hearing about how wonderful you are. In short, it’s about them, not you. When your customers see something they enjoy they’ll respond with a like, a comment or by sharing it with their network. That’s where the three social media modes come in.