Posted by: tourismvc | March 15, 2009

Communicating with Customers and Social Media

Communication with customers is so important these days as markets get smaller and more competitive.  Those who provide the personal touch and communicate more will win.  It is more time consuming but in the end you get the sale.

For example – There are ten or so companies offering a land package with West Highland Way – a long distance hike in Scotland.  E-mails were sent out to all ten plus companies.  You would be amaze how many did not personalize their response with my name. I narrowed it down to three companies… and in the end the company that look after my needs the best and communicated with me personally won my business.  

Another important tool that helps make decisions on trips is how other customers rate their business and service. Social media is a tool used by many – tripadvisor, blogs,  videos, podcasts to get reviews and understand the product.
Below is a short video by Plain English explaining social media.

 

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