The importance of engaging with your customers at every interaction cannot be overstated. At each touchpoint along the customer journey, from awareness all the way to post-tour follow up, tour and activity operators have an opportunity to build a positive and lasting impression. The tourism activity industry is unique in that many of the experiences you are providing your guests will be one-off ‘once in a lifetime’ experiences; however, these memories can live on forever and their experiences shared with friends, family and through social media. In the tour and activity industry, providing an unforgettable experience should always be the main focus, however tour operators should not lose the opportunity to communicate throughout the customer journey. The following Infographic outlines the key touchpoint opportunities along the customer journey: Zaui Software provides a host of tools to make providing your customers with an exceptional experience a whole lot easier. These can be broken down into three areas: 1. Enhanced Automated Emails From the moment a customer provides their email address, by booking a tour, or making an inquiry until after their tour is over, you have an opportunity to communicate with them. A huge benefit of online forms of communication is their ability to be automated. Each email touchpoint can have its own objective, for example: Use the built-in scheduler to set when your customers receive your reminder and follow-up emails. The mobile phone is the #1 item brought on holiday. However, a lot of the time your customers will not have access to the internet via their phone, or they may be out and about. An SMS message sent directly to their phone may be the best form of communication. These can be sent in place of, or in addition to your email communications. Examples include: Sending a quick a reminder the day of, or just before your tour starts, cancellation notifications or notification of pick up or delay for transportation or shuttle operators. Zaui Software has partnered with Twillio to provide the ability to send global SMS messages. Learn more about Twillio on Wikipedia. 3. Webhooks A webhook is a way for an app (such as Zaui) to provide other applications with information. A webhook delivers (pushes) data to other applications as it happens, meaning you get data in real-time. To learn more about webhooks, check out the Wikipedia article. The possibilities are endless when using webhooks. Here are just a few ways tour and activity operators can use them: Note: Some of these tools can also be used to automate and speed up your operational tasks, leaving you free to concentrate on delivering an exceptional experience to your customers. If you want to make providing your customers with exceptional experiences a whole lot easier, an automated approach with Zaui Software might be the answer you’ve been searching for. Learn more about Zaui Software
2. SMS Notifications
Custom software solutions with Zaui
How Tour Operators can use Digital Communications to Improve Customer Experience