Sales & CRM

CRM for personalization in the travel and leisure industry

4 min read


The travel and leisure industry is highly competitive and relies heavily on repeat customers. CRM software helps customer retention by creating unique experiences that improve customer satisfaction rates. 

Today’s customers are more interested than ever before in unique experiences and cost-effective choices. This makes the travel and leisure industry highly competitive, with an oversaturated market of unique travel firms, restaurants, gyms, entertainment and accommodation options making it difficult to sustain customer loyalty. 

Customer Relationship Management (CRM) software is designed to help companies offer a seamless experience for their customers, while also assisting with the organisation of data, providing seamless communication between teams and building stronger customer relationships. 

Repeat customers are essential for the travel and leisure industry, which makes creating unique experiences that make customers want to return all the more important. With the increased power and flexibility around customer lifecycle management, CRM software can boost customer retention and increase sales. Not only will the right CRM system help you create unique experiences, but will leave your customers coming back for more. 

Here are a few more benefits you can expect from implementing an effective CRM system: 

Improved customer support

Customers expect personalised experiences and support. If you cannot reach a customer’s baseline for customer service, they’ll move on to a competitor without thinking twice. With so many choices in the market, your customer experience is the difference between customers returning to your business or seeking an alternative. For example, regular customers enjoy their preferences being remembered — like their room choice at a hotel, or their favourite seating area at a restaurant. Remembering these small details often makes the difference between a customer that returns and one that doesn’t. 

With CRM software, you can control the customer journey in detail. By creating a single customer view, you gain a comprehensive understanding of your customer's interactions with your company. A single customer view combines data of your customer's online behaviour, demographics, and purchase history. 

Create customer autonomy 

Customers shouldn't have to contact a member of your team for information. It should be easily accessible to them. Providing customers with a self-service portal allows them to seamlessly interact with their bookings, loyalty points and other key data all in one place. 

Providing customers with a self-service portal allows them to seamlessly interact with their bookings, loyalty points and other key data on one platform, creating more customer autonomy. Customers are often put off by having to reach out to support teams for information they should be able to access online. CRM software can help you store all of the relevant information on one easily accessible platform for your customers, integrating with other apps to help them manage their information, bookings, royalties, etc. themselves. 

Related: Learn why creating authentic customer relationships by using a connected platform is essential for your success

How Huble Digital can help

Travel and leisure is one of the fastest-growing industries across the globe and contributes significantly to the economy of host countries. An industry-specific CRM can help you meet the challenges of your industry and continue to grow. 

Your industry prioritises putting the customer first, and so do we. We specialise in CRM software tailored to your industry and business needs, helping our customers create unique customer journeys and stand out from the competition. Explore our CRM solutions for the Travel & Leisure industry. 

Want to know more about how CRM solutions can help you take the next step? Set up a call with our team to discuss relevant case studies within your industry and how we can help your business achieve its goals.

Not using HubSpot yet?

Book a demo with our team today.

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