{"id":51549,"date":"2017-12-12T19:17:00","date_gmt":"2022-10-18T19:17:57","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=51549"},"modified":"2022-11-02T02:57:05","modified_gmt":"2022-11-02T09:57:05","slug":"how-customer-centricity-drove-400-growth-for-luxury-escapes","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/au\/blog\/how-customer-centricity-drove-400-growth-for-luxury-escapes\/","title":{"rendered":"How Customer-Centricity Drove 400% Growth for Luxury Escapes"},"content":{"rendered":"\n

Luxury Escapes is Australia\u2019s fastest growing travel business,<\/a> having won over more than 2 million customers and reached $200 million in annual revenue in just four years. How? By putting customers first, every step of the way.<\/p>\n\n\n\n

In our digitally-charged, always-on and increasingly transparent world, if you\u2019re not thinking about the customer in every business decision you make, then you\u2019re going to get left behind.<\/p>\n\n\n\n

At Luxury Escapes, the single most important thing we do on a daily basis is think about our customers, and intrinsically understand their wants and needs. This customer-centricity is at the core of Luxury Escapes, flowing through every aspect of our business, from sales to supply to content to marketing. It has narrowed our focus \u2014 to providing just what our customers want, and providing very well.<\/p>\n\n\n\n

This is undeniably a critical factor in our success and growth so far, and has seen us top AFR\u2019s Fast Starters list for 2016-17, announced just last week.<\/p>\n\n\n\n

A VIP experience every time<\/h2>\n\n\n\n

The travel sector is a fiercely fought battle. A relative newcomer to the industry, Luxury Escapes has found its niche with a business model that provides the best deals, on the best hotels and tours, in the best locations. This could be a five-star stay in Dubai\u2019s most opulent beachfront hotel or a six-day cycling tour of Tuscany staying in luxury castles.<\/p>\n\n\n\n

Most travel agencies sell a bed, in a room, in a hotel, whereas we\u2019re selling a pampered experience. This means we\u2019re hand-picking our hotel and tour partners, we\u2019re working with them to layer in value-added inclusions \u2014 like spa treatments and fine dining experiences \u2013 and we\u2019re ensuring the package price is great value for money.<\/p>\n\n\n\n

Our customers are a growing breed of traveller that wants to be treated like a VIP, but without the pricetag \u2013 they\u2019re both quality and value conscious. Creating this desired VIP experience \u2014 from start to finish \u2014 is critical to our value proposition.<\/p>\n\n\n\n

To follow through on this promise of luxury, a lot of work, rigour and due diligence goes into each Luxury Escapes deal. Which, at the moment, means we only have around 25 offers running at any one time.<\/p>\n\n\n\n

This attention to detail even stretches to the content supporting each deal. Most travel retailers aggregate their product content, whereas we create it from scratch, even shooting video content on location. To befit our brand, each deal needs to speak directly to the customer, with an element of storytelling that brings to life the selling points that we know are of value to our customers \u2014 based on the daily intelligence gathering we do.<\/p>\n\n\n