Hays Travel Conference 2007
Hays Travel is aiming for its homeworkers to achieve 50% repeat business by the end of the year as it chases the “Holy Grail” of customer loyalty.
The homeworking division has 42% repeat business but at last week’s conference homeworkers were urged to market themselves in their local communities to build up a loyal database of clients.
Managing director John Hays said: “Customer loyalty is the Holy Grail, it is everything for the homeworkers, the retail shops and the call centre. We try very hard to get customers to come back to us.
“What we really need to achieve is customers saying ‘that person is my travel agent, I would never go anywhere else’. Everything we do is in an effort to achieve that.”
Agents were encouraged to send out welcome letters and Christmas cards as well as make use of the company’s e-mail shots, which send offers to customers with the homeworkers’ details included.