Own your customers

WHETHER it’s OTAs
or airlines, travel
agents face strong
competitors and have to find
new ways of maintaining
ownership of their client
base: the key to success
is in harnessing long-term
relationships with clients.
For Nicanor Sabul, ceo of
the Kenya Association of
Travel Agents, it’s not enough
to have a client’s basic
information. “It’s important to
understand the travel history
of your clients.
Where have they been to?
What do they like doing?”
Hahn Air’s director of
global account management,
Candy Kasonkomona, says
when people travel out of
their comfort zone they
want to know small details
like how to greet, what not
to say or what’s needed at
immigration.
“Generally, I think the only
way to retain a customer is
good service and trust,” says
Hamida Malik, gm of Mukwa
Travel and Tours. The main
reason her clients come back
to her is because they know
they can call at any time if
there’s a problem.
Jason Nash, head of
Travelport’s global marketing
and product incubation, says
providing travellers with a
seamless experience is
one way of ensuring repeat
business. Agents can do
this through technology.
Travelport’s Universal
Profile on Smartpoint can
help agents hold on to
their customers. Universal
Profile manages customers’
information, travel history and
preferences.