According to a survey, 68% of sales come from existing customers. One of the biggest pitfalls for any travel business is the thought of having great services is enough to hold on to the customers. But that is not true; the bitter truth is that it is just a phase of marketing while there are many things to consider for customer retention. While every business needs new clients, it is critical to improve customer retention.  For that reason, it is important for travel companies to know about strategies for customer retention in the travel business. 

It has been rightly said that customer retention is a blend of art and science. The art refers to creating and nurturing a significant customer relationship by investing extra efforts to go beyond expectations. The science behind customer retention is to understand the journey of the customer, ensuring consistent assistance to the pain points, and providing them an extraordinary customer experience. Customer retention is defined as the process and strategies that any business should implement to keep the customers connected with the brand. The travel agents can facilitate customer retention with the help of top travel CRM and cater to their every need and requirement.

Strategies for Customer Retention

Customer retention strategies and great customer experience are correlated that develop loyalty and encourage customers to stay connected with your travel business for a longer time. Retaining customers not just obtain more value from the travel brand but also encourages them to share their feedback and user experience to motivate new customers. TraviYo has come up with some new strategies that will help you to retain customers without any worries.

Make Customer Experience a Strategic Priority

Everything that your travel business does directly impacts the customers’ perception of the travel brand and their decision to return back. If the travel business offers a consistent and predictable experience to the customers, then it can definitely improve customer retention. Travel businesses need to understand the importance of customer retention. Try to deliver consistent services and new offers to the customers. The best travel website design will help the travel agent to boast their special packages and offers. It will help to encourage customers and develop loyalty towards the travel brand. Happy customers will share their experience with their friends and also give feedback about the services which will improve brand credibility.

Respond to Customer Issues Instantly

The major reason for the bad user experience is a longer response time. It has been estimated that 59% of customers are more likely to continue the services if their queries are answered and get resolved instantly. The Travel agency CRM can help the travel agents to briefly understand the customer issue and forward it to the respective team members without wasting any single second. The instant response to customer issues leads to customer satisfaction. The travel agents can engage customers proactively in the right direction before the doubt becomes a big issue. An immediate response helps in more detailed conversations and customer retention with the travel business.

Implement Customer Feedback

Bill Gates once said, “Your most unhappy customers are your greatest source of learning.” The easiest way to know about the happy or unhappy customer is by having consistent communication with clients regarding feedback. Customer feedback is the most crucial part of every travel business and also determines the growth of the business. It also gives a clear idea of how you are performing. The travel agents can ask customers about the package, trip, service, or overall experience. The best travel website provider will help you to gain good customer reviews and tailor the services accordingly.

Provide Personalized Service Experience

Customers expect contextualized engagement and seamless contact between channels like phone, social media, and website. Travel businesses that engage their customers by understanding their requirements and journey are able to offer personalized service experiences. When the travel companies understand that how customers interact with the brand across different platforms, they can optimize the process to reduce customer problems and cater to their needs effectively. The customer often prefers itinerary to be well prepared and briefly understandable without any confusion so it becomes important to provide a detailed itinerary as per the customer preferences. The best itinerary builder software will help the travel business to provide an understandable format of the itinerary. The strategy will help to increase customer satisfaction and retention.

Travel businesses work hard to attract customers through marketing, social media, and brand promotion strategies. They invest a lot of time to gain the customers’ trust but the most important thing is to hold on to them. That’s where the strategies for customer retention in the travel business come in handy. To improve customer retention, the travel agents have to look into the entire customer experience. Customer retention is surely different from lead generation and needs great efforts to achieve. It focuses on the customers who have already been in touch with you. According to research, customers view their relationship with brands as similar to their closed ones. Customers like travel brands that are reliable, authentic, and aware of what matters to them.