Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.

Customer Engagement From Start to Finish [Rezdy Academy Webinar]

599 views

Published on

All customers want to feel feel like you truly care about them.

As tour operators you have to let them know that providing them with the best experience possible is your top priority.

This is your chance to learn:

- When to touch base with your customers
- How to engage with customers before, during, and after your tours
- How to automate customer engagement

Published in: Travel, Business, Technology
  • Be the first to comment

  • Be the first to like this

Customer Engagement From Start to Finish [Rezdy Academy Webinar]

  1. 1. 15th May, 2014 Starts at 10AM AEST Engaging With Your Customers From Start to Finish
  2. 2. Kim Beresford Customer Success Manager, Rezdy kim@rezdy.com WEBINAR PRESENTER Christabelle Tani Marketing Manager, Rezdy christa@rezdy.com WEBINAR MODERATOR
  3. 3. Type your comments and questions into this box. We will address it at the end of the webinar. On Twitter use the hashtag #rezdyacademy JOINING IN TODAY
  4. 4. Customers want to feel valued
  5. 5. ● Yes, we have a list of each touch point ● No, it’s more of an ad hoc activity POLL: Do you currently have a structured customer engagement process?
  6. 6. AGENDA Engagement leading up to your tour 2 3 Engagement during your tour Engagement following your tour 1 4 Automating engagement emails
  7. 7. YOU MIGHT BE THINKING... I don’t want to bother them too much… it might annoy them!
  8. 8. All a part of providing excellent customer service
  9. 9. 1 - ENGAGEMENT LEADING UP TO YOUR TOUR BEFORE YOUR TOUR
  10. 10. 1 - ENGAGEMENT LEADING UP TO YOUR TOUR 1 Confirmation email Reassures customer that the booking is locked in and paid for
  11. 11. 1 - ENGAGEMENT LEADING UP TO YOUR TOUR
  12. 12. 1 - ENGAGEMENT LEADING UP TO YOUR TOUR 2 Reminder email Reminds them exactly when it’s on and what to do
  13. 13. 2 - ENGAGEMENT DURING YOUR TOUR 1 Photos & videos For your marketing and for their memories DURING YOUR TOUR
  14. 14. 2 Opinions & feedback To nip a bad review in the bud 2 - ENGAGEMENT DURING YOUR TOUR
  15. 15. 3 - ENGAGEMENT FOLLOWING YOUR TOUR 1 Follow-up email To get genuine feedback and ask for reviews FOLLOWING YOUR TOUR
  16. 16. 3 - ENGAGEMENT FOLLOWING YOUR TOUR 2 Photos & videos notification Encourages them to share it
  17. 17. 3 - ENGAGEMENT FOLLOWING YOUR TOUR 3 Special offers If local, send offers that get them to come back
  18. 18. 4 - AUTOMATING ENGAGEMENT EMAILS AUTOMATE EMAILS WITH YOUR BOOKING SYSTEM
  19. 19. 4 - AUTOMATING ENGAGEMENT EMAILS
  20. 20. 4 - AUTOMATING ENGAGEMENT EMAILS ● Add custom text ● Add custom images ● Send a test email to yourself ● See how your email will look with orders you currently have
  21. 21. 4 - AUTOMATING ENGAGEMENT EMAILS
  22. 22. NEXT STEPS 1 2 Customise your emails Tutorial: https://support.rezdy.com/entries/31660030-Customise-your-Emails 3 Connect Rezdy to MailChimp [Premium & Enterprise] Tutorial: https://support.rezdy.com/entries/29415644-Set-up-Zapier-with-MailChimp Set up your reminder and follow-up emails Reminder Email Tutorial: https://support.rezdy.com/entries/29631904-Set-up-a-Reminder-Email Follow-up Email Tutorial: https://support.rezdy.com/entries/29713890-Setup-a-Follow-up-Email
  23. 23. ?

×