They’re Heeere.
Now What?
The Value of a Customer Experience Plan
Print, Guides, Ads
Social, Social and More Social
Good work!They chose your place to visit
What you do next makes all the difference
in the world…
to your businessto your destination
VISITOR EXPERIENCE
Why?
When people recall experiences, 70-80% of the time they talk about interactions with
their fellow human beings
WORD OF MOUTH
92% of consumers worldwide trust recommendations from
family and friends over any other form of advertising or marketing
WOM + Hospitality = $$$$
$44 million in revenue$495 million – add’l purchases$825 million – churn reduction
Ultimate customer experience story
Culture of Customer Service and Engagement
is not by accident
You need a
Customer Experience
Plan
3 Considerations
1. Does it serve the visitor?2. Does it serve a sense of place?3. Is it sustainable?
#3Educate and empower
in the art of engagement and
ambassadorship
#4
Thank them
Ask for feedback
Invite them back
#5Engage with your CVB/DMO
BUT, I’m too busyBUT, it’s expensive
BUT, there’s no excuse
Thank You
@nandevlin
[email protected]