Customer loyalty to take centre stage at Broadway Travel conference

The importance of how good customer service ensures client loyalty will be the central theme of Broadway Travel Service’s annual conference in Portugal.

More than 100 people including Broadway staff, consortium members and partners are due to attend the four-day event in the Algarve on October 11.

Chief operating officer Jill Mitchell said delegates will hear about Broadway’s “strategy for success” which includes focussing on the customer journey and how to make that better in order to keep them coming back.

The group’s brands include Broadway Travel, Travel Interaction, Directline Holidays, Inspired Luxury Escapes and
It set-up its consortium business in 2012.

“The cost of acquisition is high,” said Mitchell. “So the conference will be based around customer care, retaining customers so they keep coming back.”

Speakers include review website Feefo’s Matt Eames and Travelzoo’s Raph Giacardi.

Delegates will also hear about Broadway’s financial performance so far in 2016.

Last year, Broadway announced that it was to phase out two of its brands and said 2015 was its most successful year to date as it expanded its consortium business.

The consortium includes online and call centre agencies and homeworkers, predominantly in the dynamic packaging market.

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