4 ways to foster repeat customers and boost bookings

In the highly competitive world of tours, activities, rentals, and attractions, it can sometimes be a challenge to find valuable new customers. However, it’s important to remember that retaining your existing customers can be a far more cost-effective way of running your business. 

Building a robust customer loyalty and retention strategy is not just good practice – it’s absolutely essential for maintaining a consistent stream of income. 

Why customer loyalty is important for your business

Growing  customer loyalty is the backbone strategy of any successful business. Otherwise, you have to go out and find new clients constantly, limiting your capacity for consistent success. 

Customer loyalty is not only about having repeat buyers; it’s about making these individuals into enthusiastic fans of your brand.  That way, they’ll spread the word about your business, increasing your potential to gain new customers. 

You should also consider the cost difference when it comes to your return on investment: retaining a customer is 5 times cheaper than acquiring a new one. Statistics like this prove that building customer loyalty should be at the top of your priority list.

Simple ways to grow your guest retention

Offer discounts with memberships

Memberships aren’t just customer loyalty cards (although we do love a free Starbucks coffee). They can also be programs that allow you to promote exclusive experiences, give discounts, and other rewards. . By offering memberships with special benefits, you not only build a loyal customer base but also secure a consistent revenue stream by guaranteeing repeat purchases. 

 FareHarbor’s memberships feature allows you to customize a loyalty program that works best for your business, such as offering an annual pass or a discounted lesson package. Our operators who have adopted this feature have seen 50% more returning customer bookings from dedicated members over our regular clientele.

Put your customers first

To create an unbeatable customer experience, it’s vital to show them that you care whenever they interact with your business.. Sending  confirmation emails right after they book, letting customers know what to expect and when to expect it, and providing excellent support at every stage of the game are all things that can make a huge difference. 

There is also time to show customers that you care following their tour. You can ask them for feedback about their experience, ensuring they feel heard and make them more likely to come back. 

Moreover, you can even encourage customers to generate content for your brand, by getting them to actively engage with you on social media in a way that increases awareness.

Stand out from the competition

To turn your casual customers into ardent supporters, you need to give them something to talk about. Consider what it is that you can offer them that your competitors can’t and highlight these unique selling points in your marketing. 

Think outside the box and you’ll stay in your customers’ minds more consistently since they’ll be wondering what you’ll have in store for them next.

Be flexible within your booking process

A smooth and accommodating checkout experience can also help to cement customer loyalty. Outline a transparent cancellation policy and post it in several places so your customers know what to expect. You can offer the option to rebook online if they need to cancel, the ability to request refunds, or the possibility to convert bookings into gift cards can make all the difference.

With FareHarbor, you can also offer Trip Protection during checkout which will increase your overall basket order and give customers peace of mind if they need to cancel.  

Customer loyalty isn’t a one-time effort; it’s a continuous process of repeatedly exceeding expectations, offering value, and ensuring that every customer interaction leaves a positive impression. Remember, in the world of tours and attractions, it’s not all about the destination but rather the journey you offer to your customers.