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Published by Nicole Kow | Aug 22, 2017 | | 2 MIN READ

5 quick wins to improve your customer experience in 5 minutes

In an industry that relies on face-to-face interaction and IRL experiences (that's In Real Life if you're not sure), it's easy to forget how your online presence and digitial tools can impact your customer experiences. 

Here's a friendly reminder that a poor online experience before your customer even sets foot in your destination can cost you bookings and revenue. 

With that in mind, take 5 minutes each day to practise these one of these 5 tips so that you're always putting your best foot forward around the world wide web.

1. Spend 5 minutes browsing your homepage

Your homepage is the first thing customers will see and it only takes 7 seconds to make an impression, good or bad. Spend five minutes reading through your content and look out for spelling errors, broken links, and grammatical mistakes. 

You could also copy and paste your English content into Grammarly if you're prone to making those mistakes yourself. 


Learn how to optimise your website for conversions and increase direct website bookings.

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2. Spend 5 minute checking your social media profiles 

Do a regular check up on your social media profiles to make sure that your "About" section reflects your company, your brand and your services. Make sure things like "business category" on your Facebook profile and photos on your TripAdvisor account are updated and accurate.

Got a bit more time to work on your social media profiles? If you've not done so already, look at changing your Instagram account to a business listing instead of a personal one. It only takes a few minutes and most of your business information will be extracted from your Facebook page. 

Download our Instagram Cheat Sheet for more actionable tips here.


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3. Spend 5 minutes customising your booking tickets

Depending on which booking system you use, you should be able to create customised tickets that represent your brand. While they don't have to look fancy, it should definitely and clearly communicate important information about your trips.

Spend some time looking over the details like:

  • Meeting point
  • Pick-up / Start time
  • What to wear
  • What to bring 
  • Contact information

Be sure to call out or bold sentences that need your reader's attention or a response from them (e.g. notifying you of food allergies). 


4. Spend 5 minutes thinking of ways to improve your business

I love this idea I came across on CoSchedule's blog:

"Here at CoSchedule, we always strive to focus on 10X priorities over 10% distractions. This means everything we choose to do is intended to improve a given metric tenfold, rather than by a mere 10 percent."

How do you come up with ideas that will grow an aspect your business by TEN TIMES?

  1. Determine a goal you want to achieve. It could be something as simple as improving your most popular trip to increase bookings for that trip. 
  2. List out all your ideas.
  3. Assess them according to 10X and 10% - Which idea, when implemented, will give you 10X returns? Focus on those.
  4. Rank your ideas according to time and effort needed to implement
  5. Execute the idea that takes the least effort but creates 10X value.

Today, only carry out steps 1 and 2. Then, schedule some time this week to finish the remaining steps. 

Download this free 10X ideas worksheet to get started.


5. Spend 5 minutes replying to your TripAdvisor reviews

Take 5 minutes to respond to one review on TripAdvisor or any other review platform you rely on. Don't copy and paste pre-written responses, craft something new and original. If you remember specific details about this guest or about their trip, briefly mention it to personalise your response even further. 


Want more quick tips to improving your online presence? Start with this free TripAdvisor ebook.

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Nicole Kow
Published by Nicole Kow
Having graduated from the UK, Nicole travelled around Europe before joining TrekkSoft's marketing team. She is now based in KL and regularly blogs about her travels at Next Train Out.
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