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15th May, 2014Starts at 10AM AEST
Engaging With Your Customers From Start to Finish
Kim BeresfordCustomer Success Manager, Rezdykim@rezdy.com
WEBINAR PRESENTER
Christabelle TaniMarketing Manager, Rezdychrista@rezdy.com
WEBINAR MODERATOR
Type your comments and questions into this box.We will address it at the end of the webinar.
On Twitter use the hashtag #rezdyacademy
JOINING IN TODAY
Customers want to feel valued
● Yes, we have a list of each touch point● No, it’s more of an ad hoc activity
POLL:
Do you currently have a structured customer engagement process?
AGENDAEngagement leading up to your tour
2
3
Engagement during your tour
Engagement following your tour
1
4 Automating engagement emails
YOU MIGHT BE THINKING...
I don’t want to bother them too much… it might annoy them!
All a part of providing excellent customer service
1 - ENGAGEMENT LEADING UP TO YOUR TOUR
BEFORE YOUR TOUR
1 - ENGAGEMENT LEADING UP TO YOUR TOUR
1 Confirmation email
Reassures customer that the booking is locked in and paid for
1 - ENGAGEMENT LEADING UP TO YOUR TOUR
1 - ENGAGEMENT LEADING UP TO YOUR TOUR
2 Reminder email
Reminds them exactly when it’s on and what to do
2 - ENGAGEMENT DURING YOUR TOUR
1 Photos & videos
For your marketing and for their memories
DURING YOUR TOUR
2 Opinions & feedback
To nip a bad review in the bud
2 - ENGAGEMENT DURING YOUR TOUR
3 - ENGAGEMENT FOLLOWING YOUR TOUR
1 Follow-up email
To get genuine feedback and ask for reviews
FOLLOWING YOUR TOUR
3 - ENGAGEMENT FOLLOWING YOUR TOUR
2 Photos & videos notification
Encourages them to share it
3 - ENGAGEMENT FOLLOWING YOUR TOUR
3 Special offers
If local, send offers that get them to come back
4 - AUTOMATING ENGAGEMENT EMAILS
AUTOMATE EMAILS WITH YOUR BOOKING SYSTEM
4 - AUTOMATING ENGAGEMENT EMAILS
4 - AUTOMATING ENGAGEMENT EMAILS
● Add custom text● Add custom images● Send a test email to
yourself● See how your email
will look with orders you currently have
4 - AUTOMATING ENGAGEMENT EMAILS
NEXT STEPS
1
2 Customise your emailsTutorial: https://support.rezdy.com/entries/31660030-Customise-your-Emails
3 Connect Rezdy to MailChimp [Premium & Enterprise]Tutorial: https://support.rezdy.com/entries/29415644-Set-up-Zapier-with-MailChimp
Set up your reminder and follow-up emails Reminder Email Tutorial: https://support.rezdy.com/entries/29631904-Set-up-a-Reminder-Email
Follow-up Email Tutorial: https://support.rezdy.com/entries/29713890-Setup-a-Follow-up-Email
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