Last month, the Institute of Customer Service outlined eight key trends for 2015 and it is clear that we are ticking all of these boxes already. We’re not just saying it, our clients think so too!
1/ Lack of customer focus hits brands and performance.
Lomani Luxury Travel is driven by a focus on customer service excellence.
- We work hours to suit our clients, including evenings and weekends
- We offer appointments at your *home or *office for your convenience
- You speak to the same person at Lomani throughout most of the booking process.
- We offer a complimentary post booking concierge service that covers assistance with the smaller details of a holiday.
- Our Managing Director is on call 24/7 should clients require urgent assistance whilst they are abroad.
2/ Customers’ expectations of convenience and speed will rise.
Whether morning, afternoon or evening, we of time of day, will answer your call and endeavour to offer quotations for even the most complex of itineraries within 24-48 hours of taking your enquiry.
We have the most up-to-date technology so that we are even able to respond to you on skype, email and telephone when not in the office.
You choose how to receive correspondence. We are able to email the majority of your documents however, the postal service is still preferred by many.
We do prefer to deliver your tickets personally, wherever possible, but if we have to post them, then we ask you when is the most convenient time for delivery.
3/ Customers expect co-creation
We get to know our clients personally through getting a real understanding of their holiday preferences and priorities and work to source the best possible options to suit them.
We are very much guided by our clients comments and this heavily influences how we work. We not only ask pertinent questions prior to booking, but we also send out a post travel questionnaire for their feedback, which is completed anonymously.
4/ Service agility is critical to success
Our Managing Director continuously monitors clients feedback and questionnaire results and any improvements that we feel should be made to our knowledge and service are addressed immediately.
5/ Collaboration delivers benefits for organisations and customers
We work primarily with tour operators who we feel offer the best value for our clients and also have a focus on customer service excellence. Through working with such companies, the majority of our clients are either repeat clients or have come to us through recommendation.
6/ Personalisation: people make the difference
We are on first name terms with most of our clients and most are now friends rather than clients. We know how they like to travel, what their holiday expectations are and even smaller details such as whether they require special meals or seating on the aircraft.
They love the fact that they don’t have to start afresh with all of the details each time they make an enquiry.
7/ Measurement becomes broader (and more emotional)
We treat each client as an individual. We take great care when making holiday recommendations and look in to each enquiry as if it were our own.
8/ Service rises up the business agenda.
At Lomani, service is not just rising up our business agenda, it has been there from the very beginning and will continue to remain a priority within our company.
100% of those clients who travelled in 2013 and 2014 and kindly completed our post-travel questionnaire rated us excellent for professionalism, service, knowledge, courtesy & efficiency. Little wonder that over 90% of our business is from repeat clients or from their recommendations to others.
Why don’t you contact us for your next holiday and fall in love with Lomani; so many of our clients already have!
Copy and paste the link below if you would like to download the full report. http://www.instituteofcustomerservice.com/1711-16762/Customer-Service-Trends-2015.html
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