Know your travellers, and win them back

A customer list that builds itself

Many operators have a customer list in three places: the booking system, a spreadsheet and someone's inbox. In Tourtify, customers are created from bookings. Everyone who books appears under one email address, matched without regard to capital letters, with their bookings, travellers, lifetime value, last booking and next trip.

Lifetime value counts bookings that are confirmed, deposit paid or completed, in your main currency. Abandoned checkouts and cancellations do not inflate it, so sorting by highest lifetime value shows the people who have actually travelled or committed to.

What your team adds

Bookings supply the facts; your team supplies the context. On a customer's page you can keep notes, tags, country, birthday and marketing consent. Tags work in bulk, so you can select twenty customers from the list and tag them in one step.

Use a small, agreed set of tags, such as Himalaya alumni, Family, Agent referral and VIP, rather than letting everyone invent their own. Five tags used consistently are worth more than fifty used once.

Worked example: filling a new departure from past travellers

You are launching a new 14-day trek and want to fill the first departure before advertising it. Open Customers, choose the Repeat travellers segment and sort by Highest lifetime value. These are people who have booked more than once and trust you.

Tag those who have trekked with you before, then email them, or, with the Email campaigns plugin, turn the tag into a campaign segment. Only contact people whose marketing consent allows it. When someone says yes, open their page and choose New booking: their details are filled in, so the booking takes a minute instead of five.

Duplicates, exports and data rights

The same traveller sometimes books with a typo, or with a work address one year and a home address the next. Merge moves everything filed under the duplicate address to the one you keep: bookings, enquiries, conversations, payment links and waitlist places, and joins the two team profiles.

Export downloads the customers that match your search, segment and tag as a spreadsheet, including tags and consent. When a traveller asks you to delete their data, owners and admins can erase it from the customer's page. Tourtify tells you if something must be finished first, such as a trip still ahead, a balance owed or a refund in progress.

Reading a customer's page before a call

When a past traveller phones, search the list by name, email or phone and open their page before you answer the question. You see their lifetime value and average per booking, how many paid bookings they have made, whether they are a repeat traveller, how many travellers they have brought across all trips, and their next trip.

Every booking and enquiry is listed with a link. If they asked about a private trip last year and never booked, you know before they mention it, and the conversation starts in a better place.

Common mistakes to avoid

Booking a client under an assistant's or agent's email, which files the trip under the wrong person and sends their emails to the wrong inbox. Leaving duplicates unmerged, which splits lifetime value and hides repeat travellers. And treating every past customer as a marketing contact: record consent and respect it.