CX
The voice of the customer is critical in understanding if your business or brand is meeting their expectations and in-turn should drive improvements that align to your business goals, and empower your team to reduce dissatisfaction and improve customer loyalty.
Customer Journey
We work with you to review your current customer journey, what your customers like and dislike and what changes can be made to improve satisfaction and loyalty in line with your business goals.
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Review Voice of Customer data to determine what customers like and dislike about your business or brand. Include customer types, booking channels and price paid if available.
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Identify common strengths and pain points.
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Devise a plan for improvement aligned to business goals, both short term and long term. This will include training and ways of working.
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Track results and adapt the programme where appropriate, based on the VoC metrics.
Increasing Loyalty
An effective CX strategy aligned with your business goals will increase customer satisfaction and the opportunity of improved loyalty and repeat bookings. We work with you to realise opportunities of increased repeat bookings as follows:
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Reviewing pricing & distribution strategy by channel
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Review CRM strategy per channel - use of customer data, what comms are sent during customer journey and how these comms align to the business/brand goals
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Review and measure effectiveness of Book Direct strategy
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Review and measure effectiveness of any Loyalty Program
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Review strategy for repeat bookings
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Plan for improvements aligned to your business goals, both short term and long term
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Track results and adapt plan where appropriate