Customer Retention Programs For Travel Agencies in 2018


Customer retention programs focus on making travel easier and more enjoyable for clients. This is an important part of retention. Millennials are especially the focus of such retention efforts. For example, Air France launched an airline geared towards those born in 1980 or beyond. Over 78 percent of Millennial customers say they spend their cash on the experience. So the travel industry is seeing a spike in the recent times. But keeping diverse customers happy requires game-changing retention moves from the travel industry. Brands are boosting customer retention rates and efforts accordingly. Here’s how travel agencies are boosting retention in 2018.

  • Focus on Quick Responses

There’s no getting away from the certainty that one lives in an age of instant communication. Texts are sent instead of emails and same-day delivering is a standard, now. It’s all about spending less time waiting and more time enjoying services and innovative offerings. When instant responses are combined with customer service that is winning, you’ve got an unbeatable retention tool. This is where travel bots are important. Akin to other AI platforms, bots are gaining ground in the travel industry.

Automated tools can answer customer questions pertaining to booking straight from the website or messenger platforms. This gives customers the quick responses and information or assistance they critically need to remain engaged with your brand. For example, Expedia showcased its travel bot that permits travellers to book accommodation through Facebook Messenger. Users can inform the bot about the time and location preference and the bot helps to narrow down the search. It’s like a virtual assistant in the palm of your hands.

  • Managing Client Concerns

In an industry where a lot can go wrong, from overbooking to delayed flights, travel companies need to study ways to value customers by reducing travel hassles. Giving travellers peace of mind can make the process of clearance and travelling flawless and seamless. The focus is on improving overall experience and help customers to remain loyal.

Customer retention programs now focus on not buying loyalty, but showing that they care about customers instead. This proves customers are not just a number or source of revenue and this goes a long way when it comes to loyalty and retention. Viral marketing efforts work well with customers. Airline company Westjet, for example, surprised flyers with gifts from Christmas lists showing they care and going out of their way to ensure customer satisfaction. The travel agency needs to take a personalised approach to exceed customer expectations. This helps to raise brand awareness as well.

  • Stand Out From Competitors

When used effectively, customer retention programs for travel agencies can be a wonderful way to create a sense of community and loyalty, encouraging travellers to become a part of the family so that they engage with the brand in the long run. Loyalty programs or customer rewards can be a wonderful way to create non-price linked differentiators and provides an extremely competitive edge.

Discounts and special offers are important incentives and should be in line with the priorities of your business. Really understanding customers means understanding sense of worth and value. Based on the industry, customers can find value in non-monetary or discounted rewards. Companies also offer promotional discounts and coupons, but travel agencies also have to connect with their audience. 

Customer retention programs for travel agencies in 2018 increasingly focus on going beyond just spending-based incentives, earning points or money-based incentives. The need of the hour is a retention program that anticipates customer needs and requirements, too. That forms the core of successful customer retention strategies for travel agencies.

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