SlideShare a Scribd company logo
1 of 23
Download to read offline
15th May, 2014
Starts at 10AM AEST
Engaging With Your Customers
From Start to Finish
Kim Beresford
Customer Success Manager, Rezdy
kim@rezdy.com
WEBINAR PRESENTER
Christabelle Tani
Marketing Manager, Rezdy
christa@rezdy.com
WEBINAR MODERATOR
Type your comments and
questions into this box.
We will address it at the
end of the webinar.
On Twitter use the hashtag
#rezdyacademy
JOINING IN TODAY
Customers want to feel valued
● Yes, we have a list of each touch point
● No, it’s more of an ad hoc activity
POLL:
Do you currently have a structured
customer engagement process?
AGENDA
Engagement leading up to your tour
2
3
Engagement during your tour
Engagement following your tour
1
4 Automating engagement emails
YOU MIGHT BE THINKING...
I don’t want to bother
them too much… it
might annoy them!
All a part of
providing
excellent
customer
service
1 - ENGAGEMENT LEADING UP TO YOUR TOUR
BEFORE YOUR TOUR
1 - ENGAGEMENT LEADING UP TO YOUR TOUR
1 Confirmation email
Reassures customer
that the booking is
locked in and paid for
1 - ENGAGEMENT LEADING UP TO YOUR TOUR
1 - ENGAGEMENT LEADING UP TO YOUR TOUR
2 Reminder email
Reminds them
exactly when it’s
on and what to do
2 - ENGAGEMENT DURING YOUR TOUR
1 Photos & videos
For your marketing
and for their
memories
DURING YOUR
TOUR
2 Opinions &
feedback
To nip a bad
review in the bud
2 - ENGAGEMENT DURING YOUR TOUR
3 - ENGAGEMENT FOLLOWING YOUR TOUR
1 Follow-up email
To get genuine
feedback and ask for
reviews
FOLLOWING YOUR
TOUR
3 - ENGAGEMENT FOLLOWING YOUR TOUR
2 Photos & videos notification
Encourages them to share it
3 - ENGAGEMENT FOLLOWING YOUR TOUR
3 Special offers
If local, send offers that get them to come back
4 - AUTOMATING ENGAGEMENT EMAILS
AUTOMATE EMAILS WITH YOUR
BOOKING SYSTEM
4 - AUTOMATING ENGAGEMENT EMAILS
4 - AUTOMATING ENGAGEMENT EMAILS
● Add custom text
● Add custom images
● Send a test email to
yourself
● See how your email
will look with orders
you currently have
4 - AUTOMATING ENGAGEMENT EMAILS
NEXT STEPS
1
2 Customise your emails
Tutorial: https://support.rezdy.com/entries/31660030-Customise-your-Emails
3 Connect Rezdy to MailChimp [Premium & Enterprise]
Tutorial: https://support.rezdy.com/entries/29415644-Set-up-Zapier-with-MailChimp
Set up your reminder and follow-up emails
Reminder Email Tutorial: https://support.rezdy.com/entries/29631904-Set-up-a-Reminder-Email
Follow-up Email Tutorial: https://support.rezdy.com/entries/29713890-Setup-a-Follow-up-Email
?

More Related Content

Viewers also liked

Viewers also liked (15)

How To Build A Successful Relationship With Your Agents [Rezdy Academy Webinar]
How To Build A Successful Relationship With Your Agents [Rezdy Academy Webinar]How To Build A Successful Relationship With Your Agents [Rezdy Academy Webinar]
How To Build A Successful Relationship With Your Agents [Rezdy Academy Webinar]
 
Simon Lenoir - ATEC Meeting Place 2014 Sydney Australia
Simon Lenoir - ATEC Meeting Place 2014 Sydney AustraliaSimon Lenoir - ATEC Meeting Place 2014 Sydney Australia
Simon Lenoir - ATEC Meeting Place 2014 Sydney Australia
 
Using Automation To Free Up Staff Time
Using Automation To Free Up Staff TimeUsing Automation To Free Up Staff Time
Using Automation To Free Up Staff Time
 
How to Convert More Visitors Into Customers [Rezdy Academy webinar]
How to Convert More Visitors Into Customers [Rezdy Academy webinar]How to Convert More Visitors Into Customers [Rezdy Academy webinar]
How to Convert More Visitors Into Customers [Rezdy Academy webinar]
 
Rezgo Presentation For Tour and Activity Operators
Rezgo Presentation For Tour and Activity OperatorsRezgo Presentation For Tour and Activity Operators
Rezgo Presentation For Tour and Activity Operators
 
Tours & Activities: The Last Frontier - Travel Tech 2014 Sydney Australia
Tours & Activities: The Last Frontier - Travel Tech 2014 Sydney AustraliaTours & Activities: The Last Frontier - Travel Tech 2014 Sydney Australia
Tours & Activities: The Last Frontier - Travel Tech 2014 Sydney Australia
 
10 Online Review Statistics Tour Operators Can't Ignore
10 Online Review Statistics Tour Operators Can't Ignore10 Online Review Statistics Tour Operators Can't Ignore
10 Online Review Statistics Tour Operators Can't Ignore
 
Rezgo Partner Program
Rezgo Partner ProgramRezgo Partner Program
Rezgo Partner Program
 
How To Efficiently Manage Your Resources [Rezdy Academy Webinar]
How To Efficiently Manage Your Resources [Rezdy Academy Webinar]How To Efficiently Manage Your Resources [Rezdy Academy Webinar]
How To Efficiently Manage Your Resources [Rezdy Academy Webinar]
 
How To Target Chinese Travelers - for Tours & Activities
How To Target Chinese Travelers - for Tours & ActivitiesHow To Target Chinese Travelers - for Tours & Activities
How To Target Chinese Travelers - for Tours & Activities
 
Setting Commission With Agents [Rezdy Academy Webinar]
Setting Commission With Agents [Rezdy Academy Webinar]Setting Commission With Agents [Rezdy Academy Webinar]
Setting Commission With Agents [Rezdy Academy Webinar]
 
Top 3 Tour & Activity Sector Myths
Top 3 Tour & Activity Sector MythsTop 3 Tour & Activity Sector Myths
Top 3 Tour & Activity Sector Myths
 
The Best Booking Channels for Tours & Activities
The Best Booking Channels for Tours & ActivitiesThe Best Booking Channels for Tours & Activities
The Best Booking Channels for Tours & Activities
 
How to Set Agent Commission for Tours & Activities
How to Set Agent Commission for Tours & ActivitiesHow to Set Agent Commission for Tours & Activities
How to Set Agent Commission for Tours & Activities
 
Millennial Travel Statistics for Tours & Activities
Millennial Travel Statistics for Tours & ActivitiesMillennial Travel Statistics for Tours & Activities
Millennial Travel Statistics for Tours & Activities
 

Similar to Customer Engagement From Start to Finish [Rezdy Academy Webinar]

Real World Aff Mgt Tips - Mark Russell & Keith Budden/Arctic Sunrise
Real World Aff Mgt Tips - Mark Russell & Keith Budden/Arctic SunriseReal World Aff Mgt Tips - Mark Russell & Keith Budden/Arctic Sunrise
Real World Aff Mgt Tips - Mark Russell & Keith Budden/Arctic Sunrise
auexpo Conference
 
FC webinar week 2
FC webinar week 2FC webinar week 2
FC webinar week 2
Dent
 
FCP Webinar Week 2: 9th March 2011
FCP Webinar Week 2: 9th March 2011FCP Webinar Week 2: 9th March 2011
FCP Webinar Week 2: 9th March 2011
Dent
 
Soc Marketing Stronger Bottom Line Presentation
Soc Marketing   Stronger Bottom Line PresentationSoc Marketing   Stronger Bottom Line Presentation
Soc Marketing Stronger Bottom Line Presentation
robbcapeling
 
Soc Marketing Stronger Bottom Line Presentation
Soc Marketing   Stronger Bottom Line PresentationSoc Marketing   Stronger Bottom Line Presentation
Soc Marketing Stronger Bottom Line Presentation
robbcapeling
 
Soc Marketing Stronger Bottom Line Presentation
Soc Marketing   Stronger Bottom Line PresentationSoc Marketing   Stronger Bottom Line Presentation
Soc Marketing Stronger Bottom Line Presentation
robbcapeling
 
Soc Marketing Stronger Bottom Line Presentation
Soc Marketing   Stronger Bottom Line PresentationSoc Marketing   Stronger Bottom Line Presentation
Soc Marketing Stronger Bottom Line Presentation
guest9ae81dca9
 
Soc Marketing Stronger Bottom Line Presentation
Soc Marketing   Stronger Bottom Line PresentationSoc Marketing   Stronger Bottom Line Presentation
Soc Marketing Stronger Bottom Line Presentation
robbcapeling
 

Similar to Customer Engagement From Start to Finish [Rezdy Academy Webinar] (20)

Be A Lead Generator
Be A Lead GeneratorBe A Lead Generator
Be A Lead Generator
 
Real World Aff Mgt Tips - Mark Russell & Keith Budden/Arctic Sunrise
Real World Aff Mgt Tips - Mark Russell & Keith Budden/Arctic SunriseReal World Aff Mgt Tips - Mark Russell & Keith Budden/Arctic Sunrise
Real World Aff Mgt Tips - Mark Russell & Keith Budden/Arctic Sunrise
 
FC webinar week 2
FC webinar week 2FC webinar week 2
FC webinar week 2
 
FCP Webinar Week 2: 9th March 2011
FCP Webinar Week 2: 9th March 2011FCP Webinar Week 2: 9th March 2011
FCP Webinar Week 2: 9th March 2011
 
Automation and relationship marketing
Automation and relationship marketingAutomation and relationship marketing
Automation and relationship marketing
 
netCORE's Webinar - 5 innovations in email content
netCORE's Webinar - 5 innovations in email contentnetCORE's Webinar - 5 innovations in email content
netCORE's Webinar - 5 innovations in email content
 
Social Media & Branding Strategy for Small Business: Results
Social Media & Branding Strategy for Small Business: ResultsSocial Media & Branding Strategy for Small Business: Results
Social Media & Branding Strategy for Small Business: Results
 
Soc Marketing Stronger Bottom Line Presentation
Soc Marketing   Stronger Bottom Line PresentationSoc Marketing   Stronger Bottom Line Presentation
Soc Marketing Stronger Bottom Line Presentation
 
Soc Marketing Stronger Bottom Line Presentation
Soc Marketing   Stronger Bottom Line PresentationSoc Marketing   Stronger Bottom Line Presentation
Soc Marketing Stronger Bottom Line Presentation
 
Soc Marketing Stronger Bottom Line Presentation
Soc Marketing   Stronger Bottom Line PresentationSoc Marketing   Stronger Bottom Line Presentation
Soc Marketing Stronger Bottom Line Presentation
 
Soc Marketing Stronger Bottom Line Presentation
Soc Marketing   Stronger Bottom Line PresentationSoc Marketing   Stronger Bottom Line Presentation
Soc Marketing Stronger Bottom Line Presentation
 
Soc Marketing Stronger Bottom Line Presentation
Soc Marketing   Stronger Bottom Line PresentationSoc Marketing   Stronger Bottom Line Presentation
Soc Marketing Stronger Bottom Line Presentation
 
Project 7 Market with Email
Project 7 Market with EmailProject 7 Market with Email
Project 7 Market with Email
 
#SLCHUG Presentation August 18 2016
#SLCHUG Presentation August 18 2016#SLCHUG Presentation August 18 2016
#SLCHUG Presentation August 18 2016
 
Dossett auto personal marketing
Dossett auto   personal marketingDossett auto   personal marketing
Dossett auto personal marketing
 
[Webinar] How to Really Use NPS For Growth
[Webinar] How to Really Use NPS For Growth [Webinar] How to Really Use NPS For Growth
[Webinar] How to Really Use NPS For Growth
 
Innovabiz Transformational Marketing Blueprint (Lite Verstion)
Innovabiz Transformational Marketing Blueprint (Lite Verstion)Innovabiz Transformational Marketing Blueprint (Lite Verstion)
Innovabiz Transformational Marketing Blueprint (Lite Verstion)
 
Grow your list with ease
Grow your list with easeGrow your list with ease
Grow your list with ease
 
Consultant and Guest feedback Pampered Chef Platform June- August
Consultant and Guest feedback Pampered Chef Platform June- AugustConsultant and Guest feedback Pampered Chef Platform June- August
Consultant and Guest feedback Pampered Chef Platform June- August
 
GetFiveStars Customer Webinar Slides: July 2016
GetFiveStars Customer Webinar Slides: July 2016GetFiveStars Customer Webinar Slides: July 2016
GetFiveStars Customer Webinar Slides: July 2016
 

Recently uploaded

🔥HOT🔥📲9602870969🔥Prostitute Service in Udaipur Call Girls in City Palace Lake...
🔥HOT🔥📲9602870969🔥Prostitute Service in Udaipur Call Girls in City Palace Lake...🔥HOT🔥📲9602870969🔥Prostitute Service in Udaipur Call Girls in City Palace Lake...
🔥HOT🔥📲9602870969🔥Prostitute Service in Udaipur Call Girls in City Palace Lake...
Apsara Of India
 
Sample sample sample sample sample sample
Sample sample sample sample sample sampleSample sample sample sample sample sample
Sample sample sample sample sample sample
Casey Keith
 
sample sample sample sample sample sample
sample sample sample sample sample samplesample sample sample sample sample sample
sample sample sample sample sample sample
Casey Keith
 
sample sample sample sample sample sample
sample sample sample sample sample samplesample sample sample sample sample sample
sample sample sample sample sample sample
Casey Keith
 

Recently uploaded (20)

🔥HOT🔥📲9602870969🔥Prostitute Service in Udaipur Call Girls in City Palace Lake...
🔥HOT🔥📲9602870969🔥Prostitute Service in Udaipur Call Girls in City Palace Lake...🔥HOT🔥📲9602870969🔥Prostitute Service in Udaipur Call Girls in City Palace Lake...
🔥HOT🔥📲9602870969🔥Prostitute Service in Udaipur Call Girls in City Palace Lake...
 
Genuine 8250077686 Hot and Beautiful 💕 Diu Escorts call Girls
Genuine 8250077686 Hot and Beautiful 💕 Diu Escorts call GirlsGenuine 8250077686 Hot and Beautiful 💕 Diu Escorts call Girls
Genuine 8250077686 Hot and Beautiful 💕 Diu Escorts call Girls
 
Sample sample sample sample sample sample
Sample sample sample sample sample sampleSample sample sample sample sample sample
Sample sample sample sample sample sample
 
Hire 💕 8617697112 Reckong Peo Call Girls Service Call Girls Agency
Hire 💕 8617697112 Reckong Peo Call Girls Service Call Girls AgencyHire 💕 8617697112 Reckong Peo Call Girls Service Call Girls Agency
Hire 💕 8617697112 Reckong Peo Call Girls Service Call Girls Agency
 
Alipore Call Girls - 📞 8617697112 🔝 Top Class Call Girls Service Available
Alipore Call Girls - 📞 8617697112 🔝 Top Class Call Girls Service AvailableAlipore Call Girls - 📞 8617697112 🔝 Top Class Call Girls Service Available
Alipore Call Girls - 📞 8617697112 🔝 Top Class Call Girls Service Available
 
Night 7k to 12k Lahaul and Spiti Call Girls 👉👉 8617697112⭐⭐ 100% Genuine Esco...
Night 7k to 12k Lahaul and Spiti Call Girls 👉👉 8617697112⭐⭐ 100% Genuine Esco...Night 7k to 12k Lahaul and Spiti Call Girls 👉👉 8617697112⭐⭐ 100% Genuine Esco...
Night 7k to 12k Lahaul and Spiti Call Girls 👉👉 8617697112⭐⭐ 100% Genuine Esco...
 
Call Girls Jaisalmer Just Call 8617370543 Top Class Call Girl Service Available
Call Girls Jaisalmer Just Call 8617370543 Top Class Call Girl Service AvailableCall Girls Jaisalmer Just Call 8617370543 Top Class Call Girl Service Available
Call Girls Jaisalmer Just Call 8617370543 Top Class Call Girl Service Available
 
Andheri Call Girls 🥰 8617370543 Service Offer VIP Hot Model
Andheri Call Girls 🥰 8617370543 Service Offer VIP Hot ModelAndheri Call Girls 🥰 8617370543 Service Offer VIP Hot Model
Andheri Call Girls 🥰 8617370543 Service Offer VIP Hot Model
 
Mathura Call Girls 8250077686 Service Offer VIP Hot Model
Mathura Call Girls 8250077686 Service Offer VIP Hot ModelMathura Call Girls 8250077686 Service Offer VIP Hot Model
Mathura Call Girls 8250077686 Service Offer VIP Hot Model
 
Ooty Call Girls 8250077686 Service Offer VIP Hot Model
Ooty Call Girls 8250077686 Service Offer VIP Hot ModelOoty Call Girls 8250077686 Service Offer VIP Hot Model
Ooty Call Girls 8250077686 Service Offer VIP Hot Model
 
Genuine 8250077686 Hot and Beautiful 💕 Hosur Escorts call Girls
Genuine 8250077686 Hot and Beautiful 💕 Hosur Escorts call GirlsGenuine 8250077686 Hot and Beautiful 💕 Hosur Escorts call Girls
Genuine 8250077686 Hot and Beautiful 💕 Hosur Escorts call Girls
 
sample sample sample sample sample sample
sample sample sample sample sample samplesample sample sample sample sample sample
sample sample sample sample sample sample
 
sample sample sample sample sample sample
sample sample sample sample sample samplesample sample sample sample sample sample
sample sample sample sample sample sample
 
Elevate Your Busy Season Email Marketing, Holly May Webinar.pptx
Elevate Your Busy Season Email Marketing, Holly May Webinar.pptxElevate Your Busy Season Email Marketing, Holly May Webinar.pptx
Elevate Your Busy Season Email Marketing, Holly May Webinar.pptx
 
Hire 💕 8617697112 Chamba Call Girls Service Call Girls Agency
Hire 💕 8617697112 Chamba Call Girls Service Call Girls AgencyHire 💕 8617697112 Chamba Call Girls Service Call Girls Agency
Hire 💕 8617697112 Chamba Call Girls Service Call Girls Agency
 
Genuine 8250077686 Hot and Beautiful 💕 Visakhapatnam Escorts call Girls
Genuine 8250077686 Hot and Beautiful 💕 Visakhapatnam Escorts call GirlsGenuine 8250077686 Hot and Beautiful 💕 Visakhapatnam Escorts call Girls
Genuine 8250077686 Hot and Beautiful 💕 Visakhapatnam Escorts call Girls
 
Hire 8617697112 Call Girls Udhampur For an Amazing Night
Hire 8617697112 Call Girls Udhampur For an Amazing NightHire 8617697112 Call Girls Udhampur For an Amazing Night
Hire 8617697112 Call Girls Udhampur For an Amazing Night
 
Andheri East Call Girls 🥰 8617370543 Service Offer VIP Hot Model
Andheri East Call Girls 🥰 8617370543 Service Offer VIP Hot ModelAndheri East Call Girls 🥰 8617370543 Service Offer VIP Hot Model
Andheri East Call Girls 🥰 8617370543 Service Offer VIP Hot Model
 
Kurnool Call Girls 🥰 8617370543 Service Offer VIP Hot Model
Kurnool Call Girls 🥰 8617370543 Service Offer VIP Hot ModelKurnool Call Girls 🥰 8617370543 Service Offer VIP Hot Model
Kurnool Call Girls 🥰 8617370543 Service Offer VIP Hot Model
 
Top travel agency in panchkula - Best travel agents in panchkula
Top  travel agency in panchkula - Best travel agents in panchkulaTop  travel agency in panchkula - Best travel agents in panchkula
Top travel agency in panchkula - Best travel agents in panchkula
 

Customer Engagement From Start to Finish [Rezdy Academy Webinar]

  • 1. 15th May, 2014 Starts at 10AM AEST Engaging With Your Customers From Start to Finish
  • 2. Kim Beresford Customer Success Manager, Rezdy kim@rezdy.com WEBINAR PRESENTER Christabelle Tani Marketing Manager, Rezdy christa@rezdy.com WEBINAR MODERATOR
  • 3. Type your comments and questions into this box. We will address it at the end of the webinar. On Twitter use the hashtag #rezdyacademy JOINING IN TODAY
  • 4. Customers want to feel valued
  • 5. ● Yes, we have a list of each touch point ● No, it’s more of an ad hoc activity POLL: Do you currently have a structured customer engagement process?
  • 6. AGENDA Engagement leading up to your tour 2 3 Engagement during your tour Engagement following your tour 1 4 Automating engagement emails
  • 7. YOU MIGHT BE THINKING... I don’t want to bother them too much… it might annoy them!
  • 8. All a part of providing excellent customer service
  • 9. 1 - ENGAGEMENT LEADING UP TO YOUR TOUR BEFORE YOUR TOUR
  • 10. 1 - ENGAGEMENT LEADING UP TO YOUR TOUR 1 Confirmation email Reassures customer that the booking is locked in and paid for
  • 11. 1 - ENGAGEMENT LEADING UP TO YOUR TOUR
  • 12. 1 - ENGAGEMENT LEADING UP TO YOUR TOUR 2 Reminder email Reminds them exactly when it’s on and what to do
  • 13. 2 - ENGAGEMENT DURING YOUR TOUR 1 Photos & videos For your marketing and for their memories DURING YOUR TOUR
  • 14. 2 Opinions & feedback To nip a bad review in the bud 2 - ENGAGEMENT DURING YOUR TOUR
  • 15. 3 - ENGAGEMENT FOLLOWING YOUR TOUR 1 Follow-up email To get genuine feedback and ask for reviews FOLLOWING YOUR TOUR
  • 16. 3 - ENGAGEMENT FOLLOWING YOUR TOUR 2 Photos & videos notification Encourages them to share it
  • 17. 3 - ENGAGEMENT FOLLOWING YOUR TOUR 3 Special offers If local, send offers that get them to come back
  • 18. 4 - AUTOMATING ENGAGEMENT EMAILS AUTOMATE EMAILS WITH YOUR BOOKING SYSTEM
  • 19. 4 - AUTOMATING ENGAGEMENT EMAILS
  • 20. 4 - AUTOMATING ENGAGEMENT EMAILS ● Add custom text ● Add custom images ● Send a test email to yourself ● See how your email will look with orders you currently have
  • 21. 4 - AUTOMATING ENGAGEMENT EMAILS
  • 22. NEXT STEPS 1 2 Customise your emails Tutorial: https://support.rezdy.com/entries/31660030-Customise-your-Emails 3 Connect Rezdy to MailChimp [Premium & Enterprise] Tutorial: https://support.rezdy.com/entries/29415644-Set-up-Zapier-with-MailChimp Set up your reminder and follow-up emails Reminder Email Tutorial: https://support.rezdy.com/entries/29631904-Set-up-a-Reminder-Email Follow-up Email Tutorial: https://support.rezdy.com/entries/29713890-Setup-a-Follow-up-Email
  • 23. ?