1. Customer relations 4. BUILD CUSTOMER LOYALTY IN TOURISM SECTOR
1. CUSTOMERS
2. COMPETE IN TOURISM SECTOR
3. BUILD CUSTOMER RELATIONS
4. BUILD CUSTOMER
LOYALTY

2. CONTENT I Customer relations in tourism sector
4. HOW TO BUILD CUSTOMER LOYALTY?
What is customer’s / client’s loyalty?
How to create customer’s / client’s loyalty?
How to manage customer’s objections?
How to manage / answer price objections?
How to handle customers who are complaining?
Authors: Tijana Sekulić
Miodrag Kostić
Tanja Cupać

3. learn more: Tourism market segmentation
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learn more: Tourism market segmentation
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4. 1. What is customer’s / client’s loyalty*

5. question: What is customer loyalty?
Likelihood of previous customers
to continue to buy from you.
Definition by:
Important:
Acquiring a new customer costs much more than keeping the old one! *

6. To have a SUSTAINABLE BUSINESS MODEL
Important: Why is it important to have loyal customers?
To have a SUSTAINABLE BUSINESS MODEL *

7. “Relations between people are like sharks.
You must continuously build customer relations
“Relations between people are like sharks.
If they don’t move, they die!” -- Woody Allen

8. Build Customer Loyalty
learn more: 7 Types of Content for Building Customer Loyalty
Build Customer Loyalty *

9. Happy Employees  = Happy Guests 
learn more: The Art of Customer Loyalty
Happy Employees  = Happy Guests 
learn more: Rethink Customer Loyalty
6.14 min *

10. survey: Why customers / guests leave companies?
They left you because
they experienced bad
customer relations
Go to competition
Unsatisfied with service
Better price elsewhere
Bad relations

11. Customer’s / client’s loyalty
2. How to create
Customer’s / client’s loyalty *

12. MAKE YOUR CUSTOMERS HAPPY
how to: How to create customer loyalty?
MAKE YOUR CUSTOMERS HAPPY
Think about: What can you do to make them happy?
Important:
Only happy employees could have happy customers! *

13. By exceeding clients / customers expectations
How do you create
client’s / guest’s loyalty?
When they experience something, and they didn’t
expect it!
By exceeding clients / customers expectations

14. learn more: Introducing the 2016 Guest Review Awards
1.05 min
learn more: How to Design a Loyalty Program?
Six critical factors in designing a loyalty program *

15. learn more: The Loyalty Program: A Recipe for Success?
Five key elements
for success:
Target your offerings
Offer the right mix of rewards
Understand your customers
Communicate effectively
Measure the results
To better understand customer preferences *

16. learn more: How to encourage customer advocacy?
3 Steps to Encourage Customer Advocacy
of your Tourism Experience Online *

17. 3. How to manage customer’s / client’s complaints

18. Why is it so important to manage customer objections / complaints?
The number 1 reason for losing customers is NOT answering the complaints
More bright moments of truth, less dark moments

19. What is the customers complaint?
Statement of unfulfilled expectations? *

20. “Customer’s complaint is a gift!”
- Japanese proverb *

21. Find out the truth about it!
How to handle any complaint?
Find out the truth about it! *

22. Why do you need to find out the truth about it?
watch video: How to handle your customers' complaints?
2.55 min
Why do you need to find out the truth about it? *

23. learn more: How to Handle Guest with Complaints in Hotel?
Handling an angry hotel customer
learn more: 6 Techniques for Effective Objection Handling
How to handle customers objections? *

24. 4. How to manage / handle price objection

25. question: What is the cause of price objection?
The cause of the price objection is that your
client doesn't know how much it is going to cost
him if he doesn’t buy your product / services?
Important:
Make sure your client knows the benefits of your product/service! *

26. What is better, the cheaper, or the better value?
Is your client aware
of the price trap?
What is better, the cheaper, or the better value?
Your client must know the difference between:
Sum of all the BENEFITS vs. PRICE of the product

27. It's easier to explain price once than to apologize for quality forever!*

28. watch video: How to Negotiate price - Like a Pawn Star
1.30 min *

29. “PRICE is what your client is willing to pay,
and what your competitor will allow!”
-- Publius Syrus *

30. 5. How to handle complaining
customers *

31. HOW? REPLY RE-AFFIRM How to start answering the complaint? Examples
REPLY: Sorry I didn't understand you, can you please repeat
RE-AFFIRM:
If I understood you well, you say that … Your question is *

32. watch presentation: Customer Complaint Management *

33. “Your most unhappy customers are your greatest
source of learning!” -- Bill Gates *

34. how to:
How to deal with an emotionally disturbed customer?
In 5 steps

35. Step 1. Be silent and listen
how to:
How to deal with emotionally disturbed customer?
Step 1. Be silent and listen

36. Step 2. Be without emotions
how to:
How to deal with emotionally disturbed customer?
Step 2. Be without emotions

37. Step 3. Apologise How to deal with emotionally disturbed customer?

38. Step 4. Paraphrase How to deal with emotionally disturbed customer?

39. how to:
How to deal with emotionally disturbed customer?
Step 5. Be compassionate

40. learn more: Top 6 Ways to Get An Angry Customer to Back Down
7.17 min *

41. learn more: Customer service training 101 quick and easy techniques to get great results *

42. Customer relations 4. BUILD CUSTOMER LOYALTY IN TOURISM SECTOR
Completed
4. BUILD CUSTOMER
LOYALTY
See more:
1. CUSTOMERS
2. COMPETE IN TOURISM SECTOR
3. BUILD CUSTOMER RELATIONS
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