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Travel sector: Improving customer communications

Background

An international travel company approached us for help with global customer communications, profile raising in new international markets and to better respond to reviews and forum comments.

Solution

We completed a full reputation audit of the company’s existing digital assets, which led to the design and promotion of a new website. To raise awareness of the company in the right markets, we implemented localised PR campaigns, monitoring brand sentiment continuously across all online channels.

As well as this, we helped the company to implement a positive review strategy and customer response process.

Results

Improved customer communications globally, enabling the company to raise its profile in new overseas markets. The online reputation improvement work identified by us at audit stage and subsequent actions, also provided a great foundation for launching the company’s services into the Australian market.

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