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Adam Hamadache presentation
This document provides tips for tourism businesses to better engage customers and grow their business. It discusses how wowing customers through unexpected personal gestures can increase spending and loyalty. Maintaining good customer data allows businesses to send more relevant messages that engage customers at different stages from prospects to loyal patrons. Knowing personal details about customers helps businesses provide a more remarkable experience and become a trusted advisor.
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Adam Hamadache presentation
- 1. How to WOW CUSTOMERS andbe MORE ENGAGING to grow your tourism business
- 4. • This changesEVERYTHING • What is a WOW? • Why Following Industry Norms is a bit daft • The most important element of wowing • Marketing that engages • Opportunities for Bournemouth • Summary What we’ll cover...
- 5. My Job Today GiveYou Ideas Your Job Today Think How They Apply To Your Business
- 7. It’s NEVER beeneasier …to make informed decisions about your tourism business …to buy your services
- 8. The Stats believe customerservice has stayed the same or deteriorated Cognito 2013 66 % 81 % would be willing to spend more to get superior customer service Oracle 2013
- 10. An unexpected, personal gesturethat demonstrates appreciation of custom
- 11. The Industry Norm Nothing WhatYou Could Do Acknowledge the customer’s impending arrival
- 12. Wow Moment 2 •Traffic / Transport Report via Text Cost Approx. 3p per booking Resource Approx. 2 minutes per customer
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- 17. The Industry Norm Pullup to the car park Customer approaches the front desk What You Could Do Greet the guest in the car park Welcome by name
- 18. The Industry Norm Admin Keysare given to customer What You Could Do Personally addressed letter handed to customer
- 19. The Industry Norm SurveyRequest What You Could Do Thank You Letter or Email
- 20. If you dowhat everyone else does… You will not WOW Be Personal Be Different Demonstrate that you Care
- 21. What is the mostimportant element of Wowing Customers?
- 24. Herding Cats or Sheep? Prospect Customer LoyalCustomer Former Customer
- 25. George David Megan Liz ProspectCustomer Loyal Customer Former Customer Your Database
- 26. Herding Cats Prospect Customer Loyal Customer FormerCustomer Buy Message
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- 28. Customer DATA Contact Data MobileTelephone Email Address Personal Data Anniversary Birthday Dietary Requirements Previous Order History
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- 35. Become The Trusted Advisor Ourguide to… •What to do •Local hints/tips As you liked “x” did you know… •Relevant messaging •Good reason to buy
- 36. The Impact ofWowing Customers • The 4 ‘MORES’ • More money spent • More Repeat and Referral Bookings • More Positive Reviews • And above all - a more remarkable experience
- 37. The Impact ofRelevant Messaging
- 38. Summary WOWING Customers issimply about: Being different, being personal, showing you care The more you know about the customer, the better Be relevant and you’ll engage more (and sell more)
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