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30 November 2018 / by Gareth Hill

Your Booking System and Customer Retention

When you think of the reason for introducing an online booking system into your business, clearly the prime objective is to take as many bookings as possible.

However, if that’s the only consideration you’ve made when opting for a booking system, then you are missing a trick, and missing out on potential longer-term benefits relating to ongoing brand loyalty and customer retention.

Repeat Business Makes Your Business Grow

New clients are important, of course they are. All businesses need a flow of new custom to thrive and survive.

But retaining your customers, fostering a loyal client-base that come back and buy from you on a repeat basis, is the cornerstone of your growth.

  • They are up to 10x more likely to buy from you
  • They will spend up to 33% more than new customers
  • They are 50% more likely to try a new product or service

Source: DCR Strategies

This is before factoring in the fact that they are cheaper to market to and offer the power of referrals to their friends, family and colleagues.

Brand Engagement in the Booking Journey

Your booking system needs to be more than just a functional service for your clients if you want to maximise their experience and potential to remain loyal to you.

Sending them off to a generic looking 3rd party booking platform can lessen the experience and devalue your brand. Whereas, by having a booking system that completely remains within brand guidelines and the look and style of your site ensures that your brand identity is retained throughout the journey, and the client is presented with a professional, consistent and easy to follow booking process.

booking system and customer retention

Keeping the Customer Informed

What happens after the customer has made the booking?

Personalised and on-brand emails, providing all the key information, provides a service to the client and creates the perception that you value them, and their business.

Reminder emails, sent out automatically at given triggers, further adds to this client value perception, and creates the sense that they remain in your thoughts. Adding to the customer experience and making their interactions with you all the more personalised and engaging.  

This can be further enhanced through post-booking thank you emails or feedback surveys, adding the perceived value you are giving the client.

Insight and Future Interactions

Your booking system is, or should be, a powerful tool in gaining insight into the preferences and behaviour of your clients.  All of which is grist to the mill of those astute marketers looking to offer ongoing communication with clients and provide personalised recommendations.

Within the thinkBooker system, for example, there is an in-built secure and GDPR compliant CRM database that stores all key client information, booking and buying history.

However, the data gathered through your booking journey can also offer a powerful tool for delivering personalised service; adding to the high-level customer experience that can set you apart from the competition. A personal shopper system, for example, that collects clothes sizes, style preferences, or even favourite beverages can all be used at the appointment to help make the experience memorable, valuable and geared towards retaining loyal customers happy to spend their money with you.

Bookings Are Just the First Step

Your booking system clearly is in place to take bookings from clients in an easy, efficient fashion. But this is just the starting point of its functionality.

Applied correctly and with the appropriate functions built-in, your system provides a powerful and business crucial tool to enhance customer experience and insight; empowering your brand and providing the personalised and user-friendly service that keeps your customers engaged, feel valued and more inclined to return to you in the future.

Find out how thinkBooker’s online booking systems can help improve user experience, data insight and customer retention by getting in touch via our contact page.


5 Steps to a Better Booking System

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