A successful company typically sees 80 percent of its business come from 20 percent of its customers. Add to this the fact that the cost of attracting new customers is significantly more than that of maintaining a relationship with existing ones, and you have a powerful incentive to keep that core group of customers happy. More about this in Alethea Porter's article Wanted, loyal customer base.
"I’m ready to plan my next trip, are you ready to sell me my dream experience at your property?", asks Julie Charbonneau in her article The luxury traveller.
The luxury buyer is smart, has done research online and has either made a selection or narrowed down the field. He is in the pre-travel excitement zone. At this stage, he could easily book online. If he chooses to call, chances are it is to verify that you will deliver the unforgettable experience he has in mind. That
There are ways for representatives to get out of the never-ending cycle of customer service Q &A. Alethea Porter explains how to use prompts and cues in her second instalment: Conversation – The lost art (part 2 of 2).