Name is Taylor, Mr. Taylor (and not client X!)
2018-08-22
Getting to really know your customer is key to success if you want to keep them coming back
If a company wants to provide an excellent service for its customers, it has to get to know them inside and out. That is to say, their tastes and preferences, their purchase history, what they like and definitely don't like.  In the travel business it means knowing if someone is a big spender or a backpack tourist, if they enjoy flying at night or prefer to travel on broad daylight, if they usually travel alone or with family, etc.  With the ongoing increase of the OTAs, the market has had to adjust and adapt. All in all, the agency has to provide customers with more service that justifies going to an agency instead of booking everything online. 

If an agency's regular customer is in constant communication with the agency, he usually provides it with several pieces of useful information that only needs to be a bit worked upon in order to become very valuable.  It is crucial to build a real and efficient customer's personal file that will allow the agency or operator quick and easy access to that client's background without asking the same questions over and over again. In sum, to provide a real service by a real person that knows the customer like any other member of the family.  If the agency specializes in a specific niche or country, even the better, you can better advise and really make a difference to online shopping.

KEYforTravel platform has been doing this for 18 years.  By differentiating the product with the level of service provided, you will win the customer with a personalised service with added value. If you know your client well and actually can predict their likes and dislikes, you will be able to make it worth their while. Stay ahead of the game and they will come back to you.


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