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

1. 15th May, 2014
Starts at 10AM AEST
Engaging With Your Customers
From Start to Finish

2. Kim Beresford
Customer Success Manager, Rezdy
kim@rezdy.com
WEBINAR PRESENTER
Christabelle Tani
Marketing Manager, Rezdy
christa@rezdy.com
WEBINAR MODERATOR

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. Customers want to feel valued

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. AGENDA
Engagement leading up to your tour
2
3
Engagement during your tour
Engagement following your tour
1
4 Automating engagement emails

7. YOU MIGHT BE THINKING...
I don’t want to bother
them too much… it
might annoy them!

8. All a part of
providing
excellent
customer
service

9. 1 - ENGAGEMENT LEADING UP TO YOUR TOUR
BEFORE YOUR TOUR

10. 1 - ENGAGEMENT LEADING UP TO YOUR TOUR
1 Confirmation email
Reassures customer
that the booking is
locked in and paid for

11. 1 - ENGAGEMENT LEADING UP TO YOUR TOUR

12. 1 - ENGAGEMENT LEADING UP TO YOUR TOUR
2 Reminder email
Reminds them
exactly when it’s
on and what to do

13. 2 - ENGAGEMENT DURING YOUR TOUR
1 Photos & videos
For your marketing
and for their
memories
DURING YOUR
TOUR

14. 2 Opinions &
feedback
To nip a bad
review in the bud
2 - ENGAGEMENT DURING YOUR TOUR

15. 3 - ENGAGEMENT FOLLOWING YOUR TOUR
1 Follow-up email
To get genuine
feedback and ask for
reviews
FOLLOWING YOUR
TOUR

16. 3 - ENGAGEMENT FOLLOWING YOUR TOUR
2 Photos & videos notification
Encourages them to share it

17. 3 - ENGAGEMENT FOLLOWING YOUR TOUR
3 Special offers
If local, send offers that get them to come back

18. 4 - AUTOMATING ENGAGEMENT EMAILS
AUTOMATE EMAILS WITH YOUR
BOOKING SYSTEM

19. 4 - AUTOMATING ENGAGEMENT EMAILS

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. 4 - AUTOMATING ENGAGEMENT EMAILS

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. ?