Customer Loyalty Workshop at Iran Doostan
Iran Doostan Tours Co. Pjs. (IDT) held a new workshop in Tehran Grand Hotel to train its employees, increase their knowledge, and to enhance their attitude toward Customer Loyalty Strategies.
As a pioneer of tourism industry in Iran, IDT believes that improving employees’ skills would result in providing satisfactory customer services as well as developing customer loyalty for the organization. As a matter of fact, a company who would like to increase its customer loyalty, has to go beyond customers’ expectations and should find out how to deal with various levels of needs among customers.
The workshop covered basic concepts and practical skills which are essential to create and maintain Customer Loyalty. In this session, the importance of loyalty and how to create emotional connections and exceptional experiences to differentiate in tourism market and also how to drive revenues and growth were discussed.
Reviewing the conceptual frameworks, the participants cooperated in different teams, based on different sectors of IDT (Cultural, adventure, MICE, operation, Matin Abad, marketing) to practice these lessons. Each team started writing its own goals and objectives and then segmented the customers according to their various levels of needs into three groups and finally they tried developing action plan to build loyalty. Customer segmentation is the most challenging part of customer loyalty programs, since it will be a guide to the following steps; it would specifically contribute to campaign planning and balancing marketing costs with customer lifespan value.
Discussing four regular customer club models, evaluating customer lifespan values (CLV) and applying reward programs to various classes of customers were also the main subjects of this workshop.
At the end of the event, all employees were surprised by receiving a flower for the occasion of national tourism week in Iran.