Top 50 2024 - North West - Cumbria Travel, Dunmail

Advertising on beer mats, influencer partnerships and creating content on TikTok are just some of the fresh methods staff at Cumbria Travel’s Dunmail branch use to attract customers and build relationships with them. The team know that once clients come to visit the store, they can turn travel dreams into realities. The branch has enjoyed huge success since opening its doors in the shopping centre in 2017 – largely attributed to the warm welcome staff give clients. At the start of 2023, the shop underwent a full revamp to further enhance the customer experience. The branch now has a new waiting area with a coffee table as well as a children’s area to keep the little ones busy while parents’ pore over holiday plans with team members. Carpet has replaced wood flooring to create a homely atmosphere and new desks and seating have been introduced to ensure customers are comfortable. Clients are helped by Alice, the branch’s dedicated customer administrator, who checks customers have all their necessary travel documents. Alice calls customers, not only before departure, but also upon their return from holiday. Meanwhile, Nicola, the agency’s dedicated homework-based agent, ensures there is always help at hand when enquiries through social media land outside of working hours. Clients can also take advantage of in-store events, such as a luxury cruise session last autumn. Attendees were offered drinks, cake and enviable deals as they heard all about river and ocean holidays. Although there is no formal referral programme, customers are all too happy to recommend the branch to friends and family and – unsurprisingly – the agency has just achieved its most successful year to date.

cumbria-travel.com