The New Year is officially in full swing, meaning there’s no better time to put your 2017 goals into action. To help you decide exactly what those goals should be, we asked a few people from our team to weigh in on how business owners can ensure this year is one of their strongest years yet. Here’s what they came up with.
Get your site the green HTTPS lock.
Especially on websites where a transaction is being made, customers are learning to look for the green HTTPS lock at the top of their browser. This lock is enabled by a form of security technology called SSL (Secure Sockets Layer). While the FareHarbor booking process is 100% secure without the addition of SSL to your site, it acts as a visual indicator that your business is a trusted online merchant.
On top of building trust, adding SSL to your site can help boost your search engine optimization efforts. Much like your customers, Google has learned to trust sites that have added SSL and tends to rank them more highly.
Is your site missing the green lock? Adding SSL to your website is a simple process that can be easily be done with the help of your web developer or through your hosting management. If you are a FareHarbor client, you can read up on website security and adding SSL here.
Collect more reviews.
Research shows that 92% of consumers read online reviews, and 90% say their buying decisions are influenced by what they read. By these numbers, nearly your entire online customer base depends on reviews of your business to help them decide to book.
Ready for the best part? Review sites are free for your business and the customer. That’s an incredibly powerful marketing tool that can increase site traffic and sales with nothing more than a little elbow grease. While offering an epic tour and remarkable customer service is always the best way to encourage reviews, there’s also a few tricks to the trade.
Here at FareHarbor, our favorite way to collect reviews is by connecting to TripAdvisor Automated Review Express. Once you’ve connected your business to the program, your customers will receive an email at the conclusion of their activity that comes directly from TripAdvisor. The automated email will encourage customers to leave a review about their experience – and it’s quite good at getting results.
As a FareHarbor client, adding Automated Review Express couldn’t be easier. You can simply email us at firstname.lastname@example.org, and we’ll take care of the process for you. Otherwise, you can sign your business up for the program via TripAdvisor.
If you choose not to use this service, we still suggest sending a follow-up email that encourages customers to review their recent experience. This can be done manually, through an email automation service, or through your FareHarbor Dashboard.
Every interaction with your customer should be considered a valuable touchpoint on their end-to-end journey. So while checking-in guests or fielding questions about meeting locations may seem like a routine process to you, it’s much more than that to the customer.
In fact, 84% of customers report getting frustrated when their guide or agent doesn’t have the necessary information. And 13% of those frustrated guests claim to tell 15 or more people when they’re unhappy, while 72% will tell 6 or more people when the experience was positive.
So the question is, how to get organized? For FareHarbor clients, we suggest setting up custom calendars and manifests to ensure that the information you need is quickly and easily accessible.
With a custom calendar, you can save a set of filters and display options to create a Bookings view personalized for you. This allows you to drill down by activity, get a quick view of all tours with available seats, or see tours that a certain staff member is assigned to. Spend less time searching through bookings and more time focusing on your customers.
Custom manifests work in a similar way, allowing you to add columns, filter information, and summarize data to create a daily snapshot of your activities. With a custom manifest, you can quickly see which guests have not been checked-in or who still have a balance due, check email statuses, create a summary of custom field answers, and much more.
Use one or both tools to ensure that all the details that matter are just one click away.
All of these tips are designed to improve a different piece of the customer journey. Whether it’s the first impression or the last, they all present an opportunity to make the experience great. Put them into effect, and watch customer satisfaction and revenue rise.