With another lockdown commencing, the travel industry once again finds itself in an uncertain position. While we wait and anticipate the government’s next steps, it’s important to let your customers know you still exist and show them how you are reacting to this second lockdown and the pandemic in general. Here are some of the ways you can keep in touch with your customers over lockdown…
1. Ask customers for feedbackIt might not seem like an appropriate time to ask for feedback, but lockdown could actually be the perfect opportunity to gain more reviews for your travel company! Reach out to your customers and ask them how their experience was with you last time they booked, how you could improve, and any more questions you may have. If this sounds overwhelming, you can also automate this service thanks to our Product Reviews solution, which enables you to collect reviews for hotels, flights, transfers, cruises, attractions, and more. You can also take advantage of our FREE Service Review platform to get feedback and unique insights into your booking process.
2. Connect on social mediaLet's be honest, in this digital era, there's nothing worse than seeing an abandoned social media page from a company who ignores any likes or comments and never posts anything. Is there? With so many of us now at home and active on Facebook, LinkedIn, Instagram, Twitter, etc. It's super important to stay active across your social media channels. Update customers with any changes, reply to comments, re-share funny videos from real customers (e.g. that lovely elderly couple who recreated their cruise experience at home in front of the tv), or even share travel/covid-related memes or host a poll. Anything to show you're still there. Once they start booking holidays again, customers will subconsciously remember your travel brand if they've seen your content constantly appear in their feeds during lockdown.
3. Drop them an emailThe last thing your customers want to see is any holiday sales-related emails during a time where they can't travel. It will only frustrate them. Instead, why not send them a message from your CEO? Or ask them how they're feeling? You could also host a competition to keep the conversation going. Why not ask them to send in their lockdown moments? (Which you can then share on social media!)
4. Write blog postsProducing aspirational content could really speak to your readers during this time. Could you share any virtual tour round-ups? Or perhaps write about 50 bucket list places to visit after COVID-19? Again, this is another perfect opportunity to ask your readers where they would like to travel once this is all over and pop it all in a blog post for other travellers to read. I hope these tips have inspired you to keep in touch with your customers during this difficult time. If you'd like to find out more about any of our solutions, get in touch today.
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