One could argue that it’s semantics, but we don’t have Account Managers with ATG; we call them Business Relationship Managers. It’s a small detail but that mindset makes all the difference. We’re an extension of our clients’ own organisations; their out of house travel department. We achieve this because of the lengths we go to in understanding our prospects and customers and then applying a totally bespoke service solution to their needs.
A great relationship with our clients is at the heart of what we do. By being an extension of our clients’ own organisations, we’re regarded as their out of house team and so the trust we earn from clients means we can really get to know them and their businesses. It’s then that we can not only begin to inspire and influence their businesses from a travel perspective, but also candidly demonstrate the value we bring… over and above the bargain cost of a flight ticket.
Each client has a bespoke Business Development Plan, a blueprint list of objectives both they and we want to achieve and a detailed means of how we’re going to do it. We also produce really useful Dashboard Reports for clients, not blinding them with statistics, but giving the information they can actually use. Of course, the data is one thing but it’s our interpretation of this data and its application to the client where the real benefits lie.
We hold regular Client Road Shows with our customers, visiting their offices with not just the Business Relationship Manager, but also members of their travel team. This helps strengthen relationships by putting faces to names but also gives us the opportunity to bring each client’s roadmap or business plan to life. We always follow up these Travel Clinics with regular Thought Leadership Discussion Groups, relevant to individual local offices. Each group focuses on a specific topic which is applicable to our small group of invited clients, for example traveller security or crisis management, and we host guest speakers to talk on the subject.
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