Camping & caravanning: How can you be more customer-centric?

Happy gentleman relaxing by a caravan
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The rise in popularity of the staycation looks set to continue, and there’s now more demand than ever for value-for-money options such as caravanning and resort holidays. But over 25 years in the holiday and leisure industry have taught us that while holidaymakers love getting away, time-consuming procedures, long queues at campsite gates and cumbersome, manual systems are sources of frustration.

Now is the time to adapt and invest innovatively to improve the entire customer journey. Customer-centric companies are 60% more profitable than companies that don’t focus on customers. (Deloitte)

How can you transform your customer experience?

73% say customer experience is an important factor in their purchasing decisions. (PWC)

In an industry as vast and competitive as holiday and leisure, it isn’t enough to just satisfy your customers – aspiring to delight at every touchpoint not only increases customer loyalty and retention but positive word-of-mouth is an extremely cost-effective way to grow your customer base.

Your customer experience is shaped across the entire end-to-end journey, from booking through to holiday and then check-out. If you can provide an emotional connection with your customers, you could outperform the sales growth of your competitors by 85%. (Gallup)

A CRM designed specifically for the camping, caravanning and resorts industry will boost your customer experience by encouraging consistent and meaningful communications through all channels.

What is a CRM?

Customer relationship management (CRM) is the practice of building a strong relationship between a business and its customers and potential customers. A CRM is a technology solution designed to support the growth of these relationships by streamlining processes and helping your team to deliver personalised service. By understanding and leveraging your customer data through a CRM you will see increased sales, improved customer service, and greater profitability.

How will a travel CRM benefit your camping, caravanning or resort business?

A travel CRM brings many benefits including improving your customer service, boosting your marketing and sales efforts, streamlining administrative tasks and helping you build long-term relationships with customers.

With a travel CRM, all your data is in one place. A dynamic single view of the customer means that when a customer calls or emails with a question or issue, the employee can quickly retrieve the necessary information and provide a timely and personalised response.

Detailed customer insight also allows you to tailor your marketing communications and make relevant upsells by offering excursions, activities and extras based on their individual preferences.

Nobody likes waiting – streamline check-in by connecting your CRM to a vehicle number plate recognition system; gates automatically open when a registered guest arrives on site, and the receptionist has the customer information from the CRM to extend a personalised, warm welcome.

Connected to EPOS technology, you can see all in-resort guest purchases for each customer to quickly understand the buying patterns of your guests and calculate overall holiday value.

As the popularity of staycations continues to rise, it’s crucial for camping, caravanning, and resort businesses to adapt and invest innovatively to improve the customer journey. By investing in a travel CRM, you can improve your customer experience and set your business up for long-term success. A travel CRM will streamline processes for both holidaymakers and staff, allowing your team to focus on what matters most – delighting your customers.

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