Tips for Reengaging Past Customers

We all know those loyal clients; the ones who are always pleased with our offerings and service, and who do business with us time and time again. Unfortunately, the pandemic made it difficult to keep those relationships active and thriving. Consider these tips and strategies for reconnecting and reengaging with your past travelers.

1. SIMPLY REACH OUT.

You cannot wait for past clients, no matter how often they've used your services, to reach out to you. Staying proactive in your outreach—whether it's through social media, your website or email marketing campaigns—demonstrates you're still there and ready to engage.

2. ASSUME THEIR NEEDS HAVE CHANGED.

The preferences of many travelers have changed since the beginning of the COVID-19 pandemic, including preferred group size, desired destinations, comfortability level and more. The only way to know if you're meeting those preferences is to specifically ask! If you're not currently offering something several clients say is now important to them, it's likely time to consider diversifying your portfolio to keep those loyal clients around.

3. DEMONSTRATE VALUE.

Show your clients you should still be their go-to and are able to provide value beyond selling them something! Consider sending out a weekly or monthly enewsletter with the latest industry content they're seeking. Better yet if you can write the content yourself. You could also host webinars addressing current topics of interest, which also opens up the opportunity for attendees to ask questions and engage in a low-pressure way.

4. SHOW YOU CARE.

Of course, closing the sale is important. But so is showing a personal interest in the lives of those who choose your services. Ask about family, hobbies you've discussed before, etc. And, as the holidays approach, consider sending a handwritten card or small gift. Chances are, clients will be excited you've thought of them and will reach back out to thank you and strike up further conversation.

Regardless of which approach you decide works best for you, recognizing the importance of reconnecting with past clients is paramount as the world continues to rebound and evolve post-COVID.

Written by Sarah Suydam, Managing Editor for Groups Today.