For the first time, not just in the lodging industry but in any industry, you can see the complete picture of your marketing campaigns – both online and offline. From a single report, you can see what is working and what isn’t and adjust your marketing spend accordingly. This will result in your marketing being more efficient with a better ROI, which equates to greater success for your company.

You will find more details about this amazing capability HERE.

As part of the first phase, we have helped them develop a pro-active approach that includes daily updates about the beach conditions in their area, many of which have yet to see any effects. Live web cams, guest videos and blogs are among the many communications that NAVIS clients are using to get the word out that their area continues to be a great vacation destination. We have also helped them develop phone scripts that speak to the positive aspects of staying at their property.

In phase 2, NAVIS is providing detailed analytics about their call volume that shows the decline in lead calls from last year to this year. This data, when combined with the revenue and cancellation data obtained from their reservation software, serves as powerful evidentiary information  for filing a claim with British Petroleum. Where needed, NAVIS can also provide regional call volume information to corroborate an individual company’s claim.

NAVIS Research shows that while call volume for NAVIS clients on the Florida Panhandle is up by 4.9% during the period of April thru June 16, the volume of lead calls is down 16.9%. Call recordings indicate that a lot of people with existing reservations are calling with questions about the oil spill, but there is a significant drop in calls regarding new reservations.

NAVIS realizes these efforts are just band aids on a massive problem, but if in some small way it helps these companies survive this terrible ordeal, we are happy to do what we can.

If you haven’t already discovered it, our Client Advocates offer monthly webinars via NAVIS University that provides the knowledge needed for NAVIS Certification. Check it out!

CLICK HERE

Case in point…Say you take 2500 reservations over the phone each year with a typical conversion of 27%. If you can increase that 5 points to 32%, and your average stay value is $1200, you will bring in an additional $555,556. Plus, if you implement an outbound calling strategy to the ones you didn’t book and close just 5%, you will gain another $377,778…for a total revenue gain of $933,333.

Want to see how much revenue you can gain, using your own data? Visit our new “Power of Conversion” online calculator.

CLICK HERE

———————–

A stressed-out customer calls into a flower shop. “I need you to ship a dozen roses right now to this address,” he demands, rattling off the address and his credit card number.

The customer service rep pauses before replying. “Sir,” she says kindly, “can you tell me why you’re so stressed?”

“Ma’am, it’s none of your business,” the caller brusquely responds. “Please don’t ask me questions. Just ship the roses.”

“Sir, I promise to do that right away. But can you please tell me why you’re upset? I can sense it in your voice.” She continued to prod for an answer, gently and quietly, extending the call without a single thought to average handling time.

Finally, the customer blurts out the true circumstances: “I forgot my anniversary yesterday. My wife isn’t talking to me, so I’m sending roses to see if she’ll forgive me. Are you happy now?”

“I’m truly sorry about what happened,” the agent says. “Here’s what I’d like to do: With your permission, when we send the roses, I’ll write a note saying that we apologize for shipping the flowers to the wrong address yesterday. And I’ll send a small box of chocolates. Will that work for you?”

After a moment of stunned silence, the once agitated customer says quietly, “You’re going to do that for me?”

———————–

When you surprise your customer, you create loyalty. When you create loyalty, you create trust. When a customer trusts you, they not only stay a customer, they become a more profitable customer. Think of ways to surprise your guests and they will come back again and again.