BEST PRACTICE – EXPLAINED
TUI uses everyday relevant rewards to show how much they appreciate their customers. The day of flying home from holidays with TUI they sent a voucher with free coffee & three bakery items to their customers via SMS. Their customers could redeem the unique, single-use voucher in Narvesen convenience stores either at the airport upon arrival or later within 7 days.
On redemption of the voucher, a survey was triggered using the Net promoter score framework.
How to make customers feel special?