Service still matters

‘ However you approach it, keeping valuable clients happy is imperative, no matter the size of your business’

IT MAY be easy to believe that in the world of corporate travel, dominated by OBE’s, portals, data & expense management, reporting, API’s, NDC & AI… that success for a TMC is all about innovative technology.

Well depending on which article you read, it’s said it costs somewhere between five to 10 times as much to attract a new customer as it does to retain an existing one, with statistics showing that improving customer retention rates will not only increase your immediate revenue but will also create sustainable growth for the future of your business.

In a time when competition is so fierce, the need to establish a close relationship with clients and foster loyalty has never been more necessary. The impact of that loyalty can be far-reaching, particularly in the SME sector where the image and reputation of your business is so important.

While innovative technology is becoming more critical, taking it back to basics, you can’t go past exceptional customer service – offering that genuine personalised level of service in corporate travel is what will set you apart from your competitors and build customer loyalty. Successful account management requires a multifaceted approach that affirms positives, while accepting shortcomings along the way.

Deliver what you say you will, within the appointed timeframe. Clients value your services most when you show them you respect deadlines and fulfil promises. Review client expectations on a regular basis and be sure their focus remains unchanged, as assumptions can cost you dearly.

However you approach it, keeping valuable clients happy is imperative, no matter the size of your business. Master the art of account management and you’ll ensure your clients not only remain with you for the long term, but act as great spokespeople, spreading good reviews and encouraging new customers to your business.