kitty hawk kites - history of experiences & customer service
DESCRIPTION
Presentation at North Carolina's Governor's Conference on Tourism in March 2013. History of company, helpful tips for customer service in the adventure retail industry.TRANSCRIPT
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Teaching the world to fly since 1974!
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We’ve come a long way since then…the world’s largest hang gliding school!
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Our customers choose us because we are consistent. We deliver an
adventure and a memory that will last a lifetime.
Our employees are our key to success.
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At Kitty Hawk Kites, we are constantly innovating!
Introducing new adventures that are unique to our area & company brings back repeat business – year after year!
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Even after the lesson we continue to engage our customers.
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Here are a few examples…
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At the end of each lesson…
• Each student receives a Certificate of Flight – this includes the date, name and instructor’s name of the student’s first flight. People LOVE this.
• Starting in 2013, kids – of all ages – will receive a sticker. Proudly showing they have flown the dune.
• We encourage all of our guests to take home a t-shirt and to visit any of our 18 locations to get a special something to remember the day with Kitty Hawk Kites.
• Our recreational customers almost always end up a retail customer – creating a very nice cross-promotional presence across our various adventures and locations.
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flytogether.kittyhawk.com
We give our customers the opportunity to share their stories with us – to be a part of the history we are creating.
Some come to us conquering all kinds of obstacles – others come to us ready to do something daring for the first time – and even more come to us after many years away from the dune.
2012 Fly Together CampaignGenerating memories from our Facebook
and Twitter fans/followers.
Results: 10+ stories with photos – 2,000 increase to website and everyone of them got a nice little something from our team for their contribution. Kites, toys, t-shirts.
Give your customer’s the opportunity to share – don’t be afraid to embrace their feedback.
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Social Media – Reservations – Retail Locations
• We use every opportunity to keep our customers talking, sharing and coming back to see us.
• Facebook, Twitter, YouTube, Pinterest and Foursquare are must have’s and do’s for us. We run special promotions, post photos and share the stories we receive on all these platforms.
• Our team of reservationists can access customer history allowing them to greet repeat customers with enthusiasm and encourage them to try a new adventure or visit any one of our 18 locations.
• We offer t-shirts, posters, key chains – you name it. These items are great for guests to take back with them to remember our company and their experiences.
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Come fly with us soon!
Bruce WeaverVice President of Recreation
Abbi SilerMarketing [email protected]