Five Tips to Build Loyalty With Cruise Clients
byDaniel McCarthy/
Loyalty is an allegiance. The same way people have loyalty to sports teams, to restaurants, to pets, people will have loyalty to you as an advisor and the most successful advisors are the ones who can make the kind of relationships that will return clients over and over again, according to Seabourn’s executive vice president of global sales Chris Austin.
“Attracting a new client will cost you five times as much as keeping an existing one,” he told attendees. “Increasing client retention rates by five percent can increase profits by between 25 percent and 95 percent.”
奥斯汀上周在温哥华的第二届年度旅行市场上加入了与会者,以传达他有关顾问可以做些什么来使客户一遍又一遍地回来的知识。以下是奥斯汀推动客户忠诚度的一些技巧:
1. Keep on surprising and always be willing to do more.
“您可以做很多事情来使客户感到惊讶,也许就像您在家中一样简单,您可以将目录带给他们或与他们见面喝咖啡。为他们做的事情,他们没想到您会做。”他说。
2. Connect with your clients’ passion points.
Particularly when trying to court luxury clients from other segments of the travel industry—most notably when converting luxury land lovers—connecting to what drives your clients’ other bookings will help.
“当你与你的激情点client that obviously you can start a conversation much more meaningfully,” he said.
无论他们是美食家还是对健康感兴趣,都知道这会给代理商一个提示他们旅行背后的主要原因。在大多数情况下,这个原因是目的地。
“It’s because they want to visit that destination. You must never leave that destination out. People who go to Hawaii choose to go to Hawaii they don’t choose that brand,” he said.
3. Tell stories.
Along the lines of what another Travel MarketPlace speaker told attendees, Austin stressed the importance of storytelling, calling it a “powerful” tool for advisors.
“Maybe have a few stories to tell, it’s not about being so rehearsed, it’s about if you have a great experience somewhere than feel comfortable about relaying the story,” he said.
4. Know your clients’ buying habits.
奥斯丁说,如果您知道您最有利可图的客户是谁以及他们所在的购买周期的哪个阶段,那么您将最好为他们服务。找出他们的触发因素(无论是一年中的时间,一场生活事件还是其他事情)将帮助您认识到他们何时开始希望收集有关潜在预订的信息。
Ultimately, Austin said, the knowledge will also help when advisors have to choose who they are going to please during busy seasons.
5. Increase your attachment rate for booking additional trip components.
在帆船上添加前或后酒店不仅增加了顾问的薪酬,而且还将增加客户的体验并帮助提高忠诚度。
“It will drive loyalty beyond reason because it creates a better experience and peace of mind. Putting a pre or post hotel onto a cruise increases your compensation but it also increases the experience for the guests,” he said.