Did you know Net Affinity had a 98% client retention rate and a 97% client satisfaction score in 2023?
These impressive statistics reflect the dedication to excellence at the heart of our operations, which is key to driving our continued growth and success.
To provide an insight into what makes us unique, we sat down with four of our client services team, to learn more about their roles and what they believe sets us apart in the industry:
Meet some of our Client Services Team
For this blog, we spoke to four of our valued employees: Charlene McGovern, Sara Antoszewicz, Milena Hanrahan, and Deirdre Bracken. The client services team are all hired from within the hotel industry, with over 100 years of experience between them.
Charlene is our Client Experience Manager, having been a part of Net Affinity for 7 years. In her role, she talks to clients to learn more about their experience with the company, analyses client feedback and data, and collaborates with various teams to implement relevant actions. She also ensures continuous quality assurance and internal education through writing reports, delivering workshops, and attending meetings to give clients a voice in all departments.
Sara, our Senior eCommerce Manager, has been with us for 5 years. Sara helps hotels optimise tools and processes, implementing strategies to meet their KPIs, with her day-to-day responsibilities including identifying trends and sharing best practices with our clients.
Milena, a Senior Client Success Executive, has been part of the team for over 3 years. Milena acts as the first point of contact for clients, helping them boost their performance and coordinating revenue migrations.
Deirdre is an eCommerce Manager and has been with Net Affinity for just over 2.5 years. She serves as the primary contact and account manager for a selection of clients. Her daily responsibilities include reviewing client performance, assisting with queries, and helping with overall marketing and revenue strategies by identifying key opportunities in the market.
What sets Net Affinity apart from its competitors?
We asked Charlene, Sara, Milena, and Deirdre why they thought Net Affinity had consistently outperformed its competitors. Their answers centered around the value of our product and the dedication of our team.
“It is a combination of our individualised approach to client management and our powerful new booking engine technology,” Charlene shared. “Our clients are our number one priority, and they are at the heart of every decision we make.”
Sara agreed, adding: “Our commitment to innovation and customer satisfaction is key. We not only meet but exceed industry standards by ensuring we understand and anticipate our clients' needs.”
Given that client feedback and satisfaction drive our success, it’s no surprise that our employees feel Net Affinity stands out from its competitors.
“We genuinely care,” Deirdre said. “The personal interaction with each of our clients and the strong backbone of a great product sets us apart in the industry. Our customer service is exceptional, but it's the combination of service and a high-quality product that truly makes the difference.”
Milena echoed this. “Understanding individual client's needs and providing relevant suggestions tailored to their business helps us boost their performance. This personalised approach, combined with our quick response times and extensive knowledge, makes us highly effective and valued by our clients.”
Why our Client Services Team chose Net Affinity
Whilst the opportunity to build strong working relationships with clients was an important factor for Charlene, Sara, Milena, and Deirdre, there was also so much more about the business that initially drew them to join us.
Charlene's first experience with Net Affinity was working with them as a client. From the outside looking in, it seemed like "a fun, progressive company with a great leadership team that not only delivered great results but deeply cared about both their clients and employees." This inspired her to join the company, and seven years later, she believes it was one of her greatest decisions.
Sara was drawn to Net Affinity for its reputation for innovation and commitment to excellence. She wanted to be part of a dynamic team at the forefront of the industry. What she enjoys most about her role is the fast-paced work environment and the constant challenges that push her to grow and develop her skills continuously.
Milena, who has a background in hospitality, did some research on Net Affinity before joining and found positive feedback from current employees. This assured her that she wanted to be part of the company. "What gives me most satisfaction is receiving good feedback from our clients, proof that we helped and understood our clients, and that they are happy with our support," Milena shared.
Deirdre, with over 20 years in the hotel industry, felt that her previous roles positioned her well to understand her clients at Net Affinity. She enjoys building relationships with clients and values the trust they place in her and the team. Joining Net Affinity allowed her to leverage her passion for the tourism and hospitality industry in a new and impactful way.
Our team culture and development opportunities
In return for their commitment and hard work, the team feel we’ve provided a supportive work environment and nurtured a culture of continuous personal and professional development.
“Although we’re a remote-first company, we make sure we don’t miss out on the social side of work life,” Sara highlighted. “I prioritise understanding our clients' needs and goals, which involves regular check-ins and performance reviews, staying updated on industry trends, and anticipating potential challenges.”
Charlene agreed. “We put extra focus on making sure our team members feel supported, both in their work and on the social side of things. I’m constantly making changes to processes, updating documents – and the team are still open and willing to try new ways of doing things.”
“The team has always been inclusive and supportive,” Deirdre commented. “We genuinely care. The personal interaction with each of our clients and the strong backbone of a great product sets us apart in the industry. We have access to a huge number of online courses, which is crucial for our continuous learning and development.”
Milena added, “The most satisfaction comes from receiving good feedback from our clients. It proves that we have helped and understood our clients and that they are happy with our support. This environment, where client satisfaction is a priority, makes it a rewarding place to work.”
What do our Client Services Team see in our future?
All four believe that there’s an even brighter future ahead for Net Affinity. “Net Affinity will always be ahead of the curve when it comes to technology for accommodation providers,” Charlene said. “We’re entering a new era of hospitality technology driven by changes in consumer behavior, technological advancements, and transformational global events.”
She continued, “As a company, we genuinely want hotels to be commercially successful and we strive to help them achieve their objectives through new, innovative, and intuitive solutions.”
Sara echoed this: “I see the company continuing to be a leader and innovator in the industry, driving forward the latest trends and technologies. We are committed to ensuring that we not only meet but exceed industry standards.”
Milena added, “Understanding individual clients' needs and providing relevant suggestions tailored to their business helps us boost their performance. This personalised approach, combined with our quick response times and extensive knowledge, makes us highly effective and valued by our clients.”
“I hope to see Net Affinity continuing to expand their product offering and client base and to remain a market leader within their field,” Deirdre commented. “Our role as eCommerce Managers allows us to be the voice of the client and take that feedback to our senior team. We aim to continue offering top-tier service to both the client and the guest.”
Find out more about Net Affinity's Client Services here - https://www.netaffinity.com/client-services.html
