Women Entrepreneur Success Story - Story 4
Ms.Pooja Malhotra from Divas Sojourn
Divas Sojourn is a Women and Children only experiential travel company. It deals with adventurous destinations camps for children of various age groups and has camping and solo travel options for women.
Customer Success definition
Customer Success for Ms. Pooja Malhotra and Divas Sojourn is empowering women through travel.
Her Customer Success Story is of her client who wanted to travel and live a long-cherished dream.
Excerpts from her Story
Situation
At Divas, Pooja and her team work earnestly to make sure that women across different occupations, work, and persona should be able to travel across places, continents in the company of like-minded women.
Women at times, when traveling or desiring to travel alone are not only limited by their thoughts but a lot many times are limited due to endless responsibilities and maybe physical restraints as well. Solo travelling or with a group needs mobility and at times it becomes a limitation for many.
Problem
Her client held a long-cherished dream to travel to Kashmir but was limited due to her mobility issues. She contacted Divas Sojourn with this deep desire to visit Kashmir with a batch. Her problem was her health and mobility issues that not only restrained but also hampered her self confidence. In spite of her strong desire to travel, she doubted her abilities to travel and live a life or the moments she always wanted.
Solution
Understanding the client's needs along with a deep desire to support her, Pooja and her team at Divas Sojourn worked specifically to ensure seamless and safe travel for her. The team gave her confidence and assurance that they would make it happen for her! Pooja and her team worked to create a personalized travel plan that also included multiple sessions with the lady to get her mentally strong and build trust.
The travel was customized for this client to the granular level with a specific caretaker who not only ensured care and support but also gave the company to create memories. The client was the part of the complete trip whilst moving all along by holding the hand of the caretaker.
Outcome
The client not only was able to visit all the locations with the rest of the travelers but it improved her mobility issues too. The trip supported the client psychologically as it built in her self confidence and also helped her heal deep within and set limiting beliefs free.
Over the years, the client comes back for travel needs to Divas Sojourn.
Key Takeaway
Customer Success ensured through personalization goes a long way to retain customers along with more opportunities for cross-sell and up-selling. Customer retention/loyalty goes a long way to create brand advocates who help attract more business and enhance opportunities of acquiring new customers through their testimonials and word of mouth.