The wedding and honeymoon specialist moved to new premises at the end of last year, giving it a high street presence for the first time. Appointments in its new “honeymoon suite”, which is decked out with a sofa, magazines, a giant TV screen and a drinks menu, are always a minimum of an hour long, and proving such a draw that one client drove 60 miles from Manchester for a consultation.
Honeymoon Dreams uses technology to deliver slick service, with its self-built customer relationship management (CRM) platform now enabling consultants to respond to website enquiries with a personalised quote
including a photo of themselves.
Every customer receives a “welcome” box in the post containing their confirmation documentation along with a mini-bottle of fizz, chocolates and luggage tags.
But it’s when a problem arises that the team can really show its worth: one honeymooner last year left her camera memory card at the airport in Johannesburg, but her travel consultant used their hotel contacts to track down the card and get it on the next flight to Mauritius to rejoin its owner.
It’s the sort of customer service that has helped Honeymoon Dreams amass an impressive average rating of 9.6/10 on TrustPilot, across more than 300 reviews.
It’s also why clients are only too happy to recommend the agency to their friends and family; 15% of its business last year came via referrals, and customers will now be incentivised to do so with a £25 Love2Shop voucher.
Other clever marketing includes shrewd use of Facebook, with some posts garnering a reach of 30,000-40,000, and email campaigns, with the recently redesigned template improving open-rates and conversion considerably.
It’s no wonder business is therefore booming for this agency, with passenger numbers and revenue all up between 10% and 15% this year.