Running a flight charter company is no small feat. With more competition than ever with so many rival charter companies, you constantly need to innovate to keep your customers happy. Read our handy guide that tells you how to innovate, keep your customers happy, and fly back for more.
Offer an Unforgettable Customer Experience
Since the early days of business, offering an unforgettable customer experience has been at the forefront of keeping customers happy. But business has changed so much now that we live in the digital age. Customers want and demand more. When it comes to your charter company, you need to be offering an unforgettable customer experience that stays with your customers long after the flight. You need them to become raving fans, not just customers. Best tips for doing this:
Offer exclusive themed flights
- romance, anniversary, birthday, and outside the box as Qantas recently did with their supermoon flights.
- Aside from gourmet food and drinks, think of the extras like food hampers, exotic foods, and other little things. It’s all in the details.
- Give old fashioned customer service, which is becoming rare and which so many customers want. Learn from Richard Branson’s five points.
- Provide your customers with a survey and ask them for feedback and what they want more of. Incredible value in this, which so many companies don’t do. It costs them business.
Establish a Great Online Experience
Gone are the days of a purely brick-and-mortar business; you are now in the digital age, and so you need to have an online presence that offers customers a great online experience. Treat each visitor coming to your website as a passenger on your charter flight. You want to offer a seamless and unforgettable experience. If you don’t, they will leave your website and go to your competition. The online experience is a lot of work, but thankfully some experts specialise in aviation that can help you with:
- Website SEO optimisation
- Website development
- Lead generation
- Online content and copywriting
- Brand development
- Social media
- And much more
Offer a Customer Loyalty Program
A highly effective way to increase customer satisfaction and retention rates is to offer a customer loyalty program. Be innovative and think outside the box. Study your competition and see what they are doing in this space. How can you do better? Have you considered throwing in discounts and freebies? Remember, even passengers with incomes like Warren Buffet and Rupert Murdoch will appreciate discounts and freebies thrown in. It’s more about the principle of adding value to them than saving money which is not often the biggest priority for them.
Capture them at the Onboarding
Remember Jerry Maguire and ‘’You had me at Hello’’? First impressions count, and you want to capture your customers at hello (the onboarding). The best way to do this is right after their charter flight purchase is made and after they come on board your flight. Always think of giving them the best customer experience that adds value so they can’t help and come back for more for both business and pleasure.
Listen and Respond to Customer Reviews
The best innovation is always customer-driven. This means that you put your customer first. Get their input (feedback) and implement it where appropriate. Listen and respond to your customer’s reviews. Both the good and the bad reviews. Hopefully, you’re getting more good reviews than bad. Do set up a Google My Business account with good customer reviews. It shows up in the search results on Google and increases your brand presence.
By implementing these strategies, you’ll be keeping your customers happy and expanding your business. For more expert digital help for your flight charter company, Contact the aviation digital experts at Off the Ground Marketing.