与邮轮客户建立忠诚度的五个技巧
经过丹尼尔·麦卡锡(Daniel McCarthy)/
忠诚是忠诚。人们对运动队,餐馆,宠物的忠诚方式一样,人们将以顾问的忠诚和最成功的顾问忠诚,他们可以建立一种可以一遍又一遍地返回客户的关系的人。to Seabourn’s executive vice president of global sales Chris Austin.
他告诉与会者:“吸引新客户将花费您的五倍是保留现有客户的五倍。”“将客户保留率提高5%可以将利润增加25%至95%。”
Austin joined attendees at the second annual Travel MarketPlace in Vancouver last week to pass along some of his knowledge on what advisors can do to keep clients coming back over and over again. Here are some of Austin’s tips for driving that client loyalty:
1.保持令人惊讶,并始终愿意做更多的事情。
“There’s lots of things you can do to surprise clients and maybe it’s as simple as if you’re home based you offer to take a catalogue to them or meet them for a coffee. Doing things for them that they didn’t expect you to do,” he said.
2.与客户的激情点联系。
尤其是在试图向旅游行业其他部门的奢侈品客户提供奢侈品客户时(尤其是在转换豪华土地爱好者时),以连接到驱动客户的其他预订的东西。
他说:“当您与客户的激情点联系起来,显然您可以更有意义地开始对话。”
Whether they’re foodies or interested in wellness, knowing that will give agents a hint as to what their primary reason behind traveling is. Most of the time, that reason is the destination.
“这是因为他们想参观那个目的地。您绝对不能抛弃该目的地。去夏威夷的人选择去夏威夷,他们不选择该品牌。”他说。
3.讲故事。
沿着另一位旅行市场演讲者告诉与会者的话,奥斯丁强调了讲故事的重要性,称其为顾问的“强大”工具。
他说:“也许有几个故事要讲,这并不是要进行排练,而是关于您在某个地方的经验比对传达故事感到满意的经验。”
4.了解客户的购买习惯。
如果你知道你的最赚钱的客户是谁nd which stage of the buying cycle they are at, you’ll be best positioned to serve them, Austin said. Finding out their trigger—whether its time of the year, a life event, or something else—will help you recognize when they’ll start wanting to gather info on a potential booking.
奥斯汀说,最终,当顾问必须在忙碌的季节中选择他们要取悦的人时,知识也将有所帮助。
5.提高预订额外旅行组件的依恋率。
Adding a pre- or post- hotel on a sailing not only increases an advisor’s compensation, but it will also increase the experience for the client and help drive loyalty.
“它将推动忠诚度超出理性,因为它会创造更好的体验和安心。将前或邮政的酒店放在巡航上可以增加您的赔偿金,但也增加了客人的体验。”他说。