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To make this busy season your best season, we've teamed up with industry experts Robin Bradley and Jennifer Jacob from Tique HQ.
Robin and Jennifer are here to help you craft a seamless and professional client journey that not only reflects your brand's values but also resonates deeply with your target audience. With their practical strategies, you'll be able to enhance the client experience while streamlining your operations, cutting costs, and setting your business up for long-term success.
TravelJoy's CEO and co-founder, Dayo Esho, recently joined the Tique team on their podcast, Tique Talks, to discuss workflow and automation strategies. If you're looking for more insights and actionable tips, be sure to check out the episode!
Now, let's dive into Jennifer and Robin's top five tips to elevate your client experience.
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Your client experience is more than a series of touchpoints—it’s how clients feel from the moment they first interact with your brand to the final follow-up after their trip. This encompasses every interaction, from initial inquiries to post-trip feedback, and defines how clients perceive your expertise, reliability, and attention to detail.
Ask yourself: What do I want my clients to say about my service? What pain points am I solving for my target audience? How can I make my clients’ lives easier while showcasing my expertise? Your answers will shape the tone, level of detail, and overall strategy for your client experience.
Luxury clients may prioritize exclusivity, seamless personalization, and a sense of being “well taken care of.” Families might value detailed organization, reassurance, and proactive communication to ease their logistical concerns. Time-strapped professionals may seek efficiency and appreciate streamlined processes that respect their limited bandwidth.
It’s equally important to consider potential client pain points. Avoid overly cumbersome forms or requirements that could deter busy clients, and find ways to collect necessary documentation efficiently without losing momentum. TravelJoy excels in this area with user-friendly form templates and streamlined client communication tools, allowing you to capture important details while minimizing friction.
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Once you’ve defined the client experience, map out every step of the journey, from the first inquiry to post-trip follow-up. A typical client workflow might include receiving and acknowledging an inquiry, scheduling and conducting an initial consultation, creating and delivering a proposal, reviewing and revising the proposal, finalizing contracts and processing deposits, planning and booking the trip, sending pre-trip documentation and reminders, providing in-destination support, and collecting feedback post-trip.
For each step, determine which actions require a personal touch and which can be automated. Consultation calls, intake call recap emails, personalized proposals and revisions, and addressing specific client questions often require manual effort. On the other hand, inquiry response emails and pre-travel touchpoints can be efficiently handled through automation.
TravelJoy’s automation features allow you to streamline repetitive tasks by setting up workflows for standard communications while adding customization when it matters most. Additionally, TravelJoy can send automated invoice reminders, but we recommend setting a reminder to review each invoice for accuracy before it goes out. This practice ensures clients are charged correctly and prevents situations where underpayments lead to disappointment and the need for awkward corrections.
Your software is the backbone of your workflows. Take time to master TravelJoy and explore its full potential. TravelJoy offers robust capabilities to automate repetitive tasks, including email responses and payment schedules. It allows you to create customizable templates for emails, forms, and contracts that maintain a professional yet personalized tone. The platform helps you track client interactions, preferences, and trip details through an intuitive dashboard, and store important documents securely, ensuring everything is in one place and accessible at a moment’s notice.
By leveraging TravelJoy’s features, you can reduce errors, save time, and deliver a polished experience that reflects your brand’s professionalism and reliability. Knowing your software’s full capabilities can also help you streamline operations, reduce the need for additional tools, and ensure your processes remain efficient and cost-effective.
Contracts, waivers, and terms and conditions aren’t just formalities—they’re essential for protecting your business and setting clear expectations with clients. Your workflows should include steps to ensure all legal documents are signed and stored securely. TravelJoy’s e-signature functionality simplifies this process, making it convenient for clients and ensuring compliance.
Regularly reviewing and updating legal templates to reflect current policies and industry standards and clearly communicating with clients about what they’re agreeing to avoids misunderstandings later. By integrating these legal safeguards into your workflows, you establish trust while protecting your business.
The little things can elevate a good client experience into an unforgettable one. Personal touches like addressing clients by name, remembering their preferences, and anticipating their needs demonstrate your dedication and expertise. Equally important is meticulous documentation. Accurate records of trip details, spelling, dates, and client data help prevent errors and ensure smooth execution.
TravelJoy’s CRM capabilities allow you to document client preferences, past trips, and important dates. It’s best to have clients input and sign off on the accuracy of their invoices, proposals, and any updates to avoid errors and miscommunication. Both parties share responsibility for accuracy, and TravelJoy’s e-signature functionality can enforce this accountability effectively. Building time into your workflow for double-checking itineraries and booking details ensures reliability and reinforces trust.
These thoughtful touches show clients you care and enhance their confidence in your services.
By defining your client experience, mapping workflows, leveraging software like TravelJoy, and focusing on the details, you can build a seamless and professional client journey that reflects your brand’s values and meets your target audience’s needs. Fully utilizing your software’s capabilities not only enhances the client experience but also simplifies your operations, reduces expenses, and positions your business for long-term success.
Robin Bradley is the CEO of Tique HQ, a company dedicated to modernizing and elevating the travel industry through branding, workflows, and educational resources for travel advisors. With a strong background in sales and marketing, Robin transitioned into the travel industry as an advisor, where she discovered a passion for helping others succeed. When the pandemic reshaped the travel landscape, she pivoted to web design and coding, using these skills to co-found Tique HQ. Under Robin’s leadership, Tique HQ has become a trusted resource for travel professionals, offering innovative tools and a supportive community to help advisors elevate their brands and enhance the client experience. Robin is an industry leader committed to empowering travel advisors to scale their businesses with confidence and creativity.
Jennifer Jacob is the co-founder of Tique HQ, a company dedicated to modernizing and elevating the travel industry through branding, workflows, and educational resources for travel advisors. After a successful career in human resources, managing 27 hospital facilities, Jennifer transitioned into the travel industry, where she quickly built a multi-million dollar sales portfolio as a travel advisor. She also grew her own travel agency by creating a mentorship program for new advisors, helping them find success early in their careers. Under Jennifer’s leadership, Tique HQ has become a trusted resource in the travel industry, known for its innovative tools and supportive community for travel professionals. Jennifer is a keynote speaker, podcast host, and content creator, focused on empowering travel professionals to elevate their brands and scale their businesses efficiently.
Tique HQ is a branding and client experience firm that provides travel advisors with education and solutions tailored to any level of experience. Founded out of a need for resources and education that didn’t exist in the industry, Tique HQ creates innovative tools and strategies to empower advisors to scale their businesses to the level they desire while building profitable, sustainable enterprises. With a shop offering courses, client communication templates, and editable resources, as well as services, an online membership, and the Tique Talks podcast (ranked in the top 2% globally), Tique HQ has helped thousands of advisors elevate their brands and grow their businesses with confidence.
