Leisure Solutions
World Class Customer Service powered by Continuum™
Office Contact Numbers
TEL: +44 (0) 1932 250000FAX: +44 (0) 1932 250001
Email: enquiries@charter-uk.com
Charter UK offer Customer Relationship Management Solutions for the Leisure Industry
It has never been more important for organisations to listen to and learn from their customers. An accurate picture of customers’ expectations can be used to improve the experiences provided. The effective collection and application of feedback has become a business necessity and organisations are striving to become “a company with a memory”.
Market research shows that over 50% of clients that claimed to have had a problem during their stay at a hotel left without reporting it to a member of staff, demonstrating the need for straightforward processes, a single point of data capture and group-wide analysis of information would help to improve guest experiences to meet guest expectations.
Challenges
- Create a balance between cost management and customer service
- Client retention and growth of customer base
- Return value to shareholders
- Increase room occupancy rates
Business Benefits of the Charter solution
- Ability to proactively monitor and address customers issues and initiate a ‘first time’ resolution, increasing a customer’s propensity to return and endorse.
- Ability to tie a reported service failure to its root cause and calculate the financial implications.
- Monetary benefits, such as reclaims from suppliers for poor product/service provision that has been directly responsible for a detrimental customer experience.
- Track guest rebates - analysis of the source and cost of rebates and goodwill
“Our business is Leisure and Entertainment, so we focus on family orientation, people going out to have a fun day in our parks…, we want to make sure our clients have a fantastic time and hence we use Charter Continuum to record and get all our feedback from our clients.”
We have instant access to diaries, we can email, fax, telephone – anything is at the tip of our fingers and it allows for a much better customer focus, nothing is passed on, we can do it immediately – it’s a great benefit to the business.”
Natalie Bauman
Tussauds Group
IT Project Manager
