Transformation is necessary for business growth. Today the environment in which we manage our businesses is driven by digital technology.

So the first vital question that crosses our minds is, “Does your business have a distinct digital footprint that can drive sales?” If the answer is yes, then the next question that becomes even more vital is, “What are the ways in which you attract and engage your customers?”

When your customers engage with you on digital platforms it means they are interested in your business, brand and products/services. Thus, engaging your customers would be the first step to building your customer base.

In the travel industry, tour operators and destination management companies have the challenging task of retaining customers amidst intense competition. In fact, Jeff Bezos believes that if your strategy is competitor-focused, you will have to wait for the competitor’s move. So it’s necessary to be customer focused.

Thus, having an edge in the market by digitally engaging with your customer is a unique way to carve your own niche.

Let’s first understand the most important factors to consider while engaging your customer digitally.

These factors apply to any kind of marketing whether it’s online or offline. Though there is no denying that online marketing has its distinct tools and methods.

1. Customized

• Knowing your customer is the key to digital customer engagement
  
  
• Based on your customer’s profiles, experiences, and data, you can connect with your customers to provide customized digital experiences
  
  
• One can pull information about customers from customer records, and trends by using myriad digital technologies
  
  
• Online travel agents can use the customer data they generate to provide customized tour packages.

2. Consistent

• Customers should get a similar brand experience, across various devices and platforms
  
  
• Ensure consistent experience from any location to have your customer engaged on a continuous basis.

3. Compelling Content 

• The content written for your customer should be appealing

• Something close to their lives or a challenge they are facing should be the subject of your content

• They should get a reason to engage with your brand

• Compel them to react and take a call to action

• Forrester Research states that for any company the only competitive differentiator is customer relationship

• The quicker and better customer service you provide, the happier will be your customer

• You are investing in creating a loyal customer base by focusing on customer service.

   

Top 10 customer engagement ideas

1. Emails

• Emails are the best way to grab your customer’s attention
  
  
• Research reveals that smartphone users like to get any kind of communication from a brand through emails and email is a more personalized way to communicate
  
  
• You can embed a YouTube video in your mail or provide your website and social media links in the email
  
  
• These videos can highlight your services or customer experiences of visiting various destinations.
  
  

2.  Reward points

• When a customer uses your services; travels, books tickets or uses any other service regularly, it’s time to appreciate them
  
  
• Reward your customer, you can present a gift coupon via an email
  
  
• This is the best way to appreciate a customer
  
  
• Your appreciation develops a connect in the long run and they also recommend your brand to others.

3.  Blog

• Having a blog on your website is a way to share information that stands out from the competition

• Posting live web cam views of Hawaii or the Andaman Nicobar Islands, exploring the Grand Canyon, etc can provide a unique experience to customers

• To build subscriber list and drive traffic on your blog, and sharing these videos could do wonders

• One more incentive for customers to visit your blog and website is to provide a free downloads (eBook, or emagazine) by collecting just basic information along with email address

• This builds your customer data that can be used later for communicating with them.

4. Newsletter

• A newsletter is the best way to stay connected with customers

• This newsletter can have information about various destinations, travel tips or important travel notes, customer experiences, etc

• The latest achievements and information about your team can also be shared in this short newsletter

• People who subscribe to your newsletter can be sales leads

• In fact, there are sales lead management software that can track customer leads.

5. Go Live

• Going live creates an opportunity to reach wider audiences and new potential customers

• This doesn’t involve a lot of effort, since the technology is simple

• You can go live with your customers to ask for their feedback

• This generates comments and questions, driving engagement

• Live video builds trust among potential customers

• You can arrange Q&A sessions, webinars, and meet and greets

• In fact, your product launch can be a live event.

   

6.  Reimagine Customer Support

• Now, your customer service team is not reactive, it is proactive

• The team doesn’t wait for the customer to call to resolve a problem. Instead, they are present on forums, social media, sales platforms, online webinars, communities, etc where customers share their concerns.

• Customer service is now digital, where your team shares relevant content, provide expert tips and quickly resolves issues

• This builds trust and boosts the value of your brand. Your customer support drives your sales.
  
  

   

7. Create An Impact

• Digital marketing should be distinct to be able to stand out in the competitive marketplace. So whatever communication and engagement you have with customers should be digitized

• But you need to think out of the box and create a sustainable customer engagement strategy

• This requires innovation and agility – your team needs to be inspired to work together to find unique solutions to changing customer needs

• All this depends on your communication with customers, which now is more on the digital platform.

8. Faster Turnaround Time

• When your processes are automated through software the turnaround time is less
  
  
• You don’t need to spend time and effort doing crucial activities manually
  
  
• Thus, when customers approach with their enquiries they can be immediately catered to. The quality of service certainly improves
  
  
  

9. Feedback

• Always request the customers to share feedback after they return from the trip
  
  
• The enthusiasm level is high so capture their feedback immediately
  
  
• Especially video feedback might work wonders since it's impactful to listen to customers speaking about their experiences.

10. Itinerary with Impactful Call To Action

• Opportunities to render the best service to travellers are immense in the digital world
  
  
• Your itinerary can have useful links embedded in them. For example links to information about the destination, maps, travel tips, etc
  
  
• You are walking that extra mile to ensure your customers have all the information while they take up the journey
  
  
• Also, the Call to Action should be compelling and desirable.

Digitization has transformed the world of marketing in a big way. Now each process technology provides answers to business and customer challenges.

ETOS is an online travel technology solution provider. It provides the best technology solutions.

Get in touch with our team at [email protected] or Book a FREE DEMO to ease your business processes and create a delightful experience for your customers with the travel experience that you provide.