The customer comes first. Classy saying, right? Surely that guideline, or perhaps a cliché, creates some kind of thoughts in your head. Do you consider it important?
Customer relationship is also such a classic term in the business world. Well, that for sure is essential! However, which elements in customer relationship matter the most for DMO’s and tourism businesses, and how could information technology could help?
Master level business students in Information Technology in Tourism -course figured it out, via rather a successful brainstorming. Firstly, all the possible elements that belong to customer relationship were considered. Secondly, the most important ones of them were marked. So, let’s start digging deeper into the world of the customer relationship, and how to combine it with information technology.
Five key groups were created out of all: interaction, customer engagement, networks, feedback, and personality. Each of these included numerous of subgroups. There is reallyy no point introducing all the subjects that came across. Instead, let’s have a closer look to the top 5 topics that were marked the most important of all and consider how information technology could help in tourism business generally.
Simply put: manage your customers’ expectations and do what you promise. Take care of your customers, for example by protecting their data. Show your reviews and customer testimonials, be open and transparent.
Listen to your customers, and also ask them. After doing by their suggestions, measure how you’ve been doing things to basically see if you’ve got it right. There are numerous ways to measure your online success, make sure you use at least one of them.
Customer Relationship Management
Naturally, managing your customer relationships generally is important. Your ideal CRM should form in simplicity, price, and relevance best suitable for your business. There are many software and electronic systems to help you with that. Why not give them a try?
In every step of your customer relationship, make sure that the customers recognize it’s you they are working with. If you have a personal style to do things, keep it and embrace it! That is easy to do in the digital world, just create a unique look to suit your company and publish similar looking style in each content.
It might need resources to have 24/7 availability but do your best. Being a fast answerer creates trust. It also allows you to do co-creation with your customers. What comes around goes around. If a customer is so interested in what you are offering that they are contacting you, use this opportunity well!
Therefore, next time you are considering how well customer relationships are taken care of in your tourism business, think about the topics discussed and how well they are being managed. And trust it, you’ve got it.