Kitty Hawk Kites - History of Experiences & Customer Service

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Presentation at North Carolina's Governor's Conference on Tourism in March 2013.

History of company, helpful tips for customer service in the adventure retail industry.

Published in: Business, Education
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Kitty Hawk Kites - History of Experiences & Customer Service

  1. 1. Teaching the world to fly since 1974!
  2. 2. We’ve come a long way since then…the world’s largest hang gliding school!
  3. 3. Our customers choose us because we are consistent. We deliver an adventure and a memory that will last a lifetime. Our employees are our key to success.
  4. 4. At Kitty Hawk Kites, we are constantly innovating! Introducing new adventures that are unique to our area & company brings back repeat business – year after year!
  5. 5. Even after the lesson we continue to engage our customers.
  6. 6. Here are a few examples…
  7. 7. At the end of each lesson… • • • • Each student receives a Certificate of Flight – this includes the date, name and instructor’s name of the student’s first flight. People LOVE this. Starting in 2013, kids – of all ages – will receive a sticker. Proudly showing they have flown the dune. We encourage all of our guests to take home a t-shirt and to visit any of our 18 locations to get a special something to remember the day with Kitty Hawk Kites. Our recreational customers almost always end up a retail customer – creating a very nice crosspromotional presence across our various adventures and locations.
  8. 8. flytogether.kittyhawk.com We give our customers the opportunity to share their stories with us – to be a part of the history we are creating. Some come to us conquering all kinds of obstacles – others come to us ready to do something daring for the first time – and even more come to us after many years away from the dune. 2012 Fly Together Campaign Generating memories from our Facebook and Twitter fans/followers. Results: 10+ stories with photos – 2,000 increase to website and everyone of them got a nice little something from our team for their contribution. Kites, toys, t-shirts. Give your customer’s the opportunity to share – don’t be afraid to embrace their feedback.
  9. 9. Social Media – Reservations – Retail Locations • We use every opportunity to keep our customers talking, sharing and coming back to see us. • Facebook, Twitter, YouTube, Pinterest and Foursquare are must have’s and do’s for us. We run special promotions, post photos and share the stories we receive on all these platforms. • Our team of reservationists can access customer history allowing them to greet repeat customers with enthusiasm and encourage them to try a new adventure or visit any one of our 18 locations. • We offer t-shirts, posters, key chains – you name it. These items are great for guests to take back with them to remember our company and their experiences.
  10. 10. Come fly with us soon! Bruce Weaver Vice President of Recreation bruce@kittyhawk.com Abbi Siler Marketing Director asiler@kittyhawk.com

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