Last week, I overheard my marketing team chattering away about the next big thing for Software-as-a-Service companies: Customer Success. Customer Success is not “customer service,” but a more proactive approach that asks what your customers need to be successful with your service, and how you can improve and expand their experience. It’s vital for SAAS companies because their clients have to choose to renew with them again and again – which is a lot like travel agencies. Our customers also have to choose us again and again. Here’s how to tap into the power of Customer Success for your business.
1. Ask yourself: What do my customers need to have the best experience? This question is at the core of customer success. Are your clients getting the most out of your services that they could? Do they know about everything you have to offer? Have you made a conscious effort to communicate to them all the ways you can make their lives easier and their trips better?
2. Add value. Once your clients are having a great experience, how can you sweeten the pot? No resting on your laurels! As travel agents, we have a lot of power to create little value adds that can make the difference between having just another a client and creating a devoted lifetime advocate.
3. Tell them when they’re wrong. You and I know that the customer isn’t always right. Many times, you can land a deal by kindly telling them just how wrong they are – while displaying your expertise and the value of your service. Last week I spoke with a young engaged couple who wanted to stay at one specific Caribbean resort – one I knew was crawling with noisy families. Instead, I guided them to a romantic resort ideal for active young couples in love. Not only did I win that account, they’re already recommending friends to me.
4. Stop selling, start helping. Nobody wants to be sold to – so stop selling. Change your mindset from salesperson to problem-solver-extraordinaire and you’ll gain more client referrals.
5. Turn clients into advocates. When you deliver truly superior service and make your clients’ trips successful (whatever that means to each client), your clients will become brand advocates for you. You can even encourage them to talk about you by creating an Instagram hashtag and running a contest for clients to post pics of their vacations, citing you as their agent.
Start paying attention to marketing trends outside your specific industry. You never know what ideas you might pick up!
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Tammy Levent, Public Speaker & Business Mentor
Click here to read Tammy’s bio and a sampling of her achievements.
