They’re Heeere.

Now What?

The Value of a Customer Experience Plan

Print, Guides, Ads

Online, Email

Social, Social and More Social

Mobile platforms

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?

#1

#2

#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

Read These Books

Thank You

@nandevlin

nan@devlinendean.com