In my work with tourism businesses lately, we’ve been exploring ALL things customer journey. Are you familiar with your customer’s journey? Have you mapped it recently, taken time to dive in and explore deeply where the customer is at?
What their deepest frustrations, fears, wants and aspirations are? Or have you continued to keep selling without any regular check-ins or check-ups? You could even think about it as a customer health check-up?
How healthy is your customer at the moment? How are they feeling every step of the way on their journey with you? That journey follows 5 key stages of travel – Dreaming, Planning, Booking, Experiencing, and Sharing, and from the moment of hearing about your business can be the difference between booking or not, and being an advocate or not.
There are so many steps in the customer journey that can deliver extraordinary, ordinary or awful experiences.
Lately, I’ve seen a few great businesses really working their magic on delivering extraordinary customer experiences every step of the way.
One business is putting their entire reservations and sales department through 6 workshop trainings, Short and sharp sessions that hone in on the milestones of experiences, conversations and communications that these 30 staff delivering on a daily basis. They’re upskilling their whole team!
Another business has their new reservations manager undergoing leadership training to work on her people leadership skills and particularly focusing on the on-boarding of new staff into the business as well as ensuring the transition from team member to senior leader is smooth for existing staff as well.
Other businesses are honing in on the gaps in their customer journey, aspects they can refine and improve that naturally with the stop/start of the last few years has maybe been forgotten or dropped off without intention or just hasn’t been a priority.
Regardless of your industry, it’s a really important time to focus on customer journey right now and ask yourself “How does our customer feel every step of the way?” and if you’re being really smart with it, you might even reach out and ask your customer “How are you feeling every step of the way?”
Are you tracking, measuring and getting feedback from your customers? Are you taking it on-board, acknowledging, implementing in a timely fashion or adapting the feedback as relevant and appropriate for departments?
What might be missing? What can you and the team do more of, be better at, or do differently?
Genevieve
P.S Whenever you’re ready… here are 4 ways I can help you develop and work on your business leadership capabilities:
- Grab a free copy of Smash Indecision and Overwhelm, 4 Steps for Better Business Leadership E-book
It’s the road map to overcoming doubt and indecision, how to deal with “overwhelm” to improve your business leadership capabilities. — Click Here
- Join the Tourism Business Leader’s Facebook group and connect with like-minded leaders focused on building highly effective teams
It’s our Facebook community where smart leaders get to learn more about creativity, leadership, and performance for tourism business success. —Click Here
- Join our Tourism Pro-Team Program
Helping tourism business leaders develop their skills to improve engagement, accountability, and performance of the team. If you’d like to work with me so you can stop being reactive, have the difficult conversations, and drive performance to get the results you want and know the business need then…message PRO to me here and I’ll get you all the details.
- Let’s get the Whole Team Together
Would you like a different perspective and someone else at the front of the room or on zoom/teams to lead regular and consistent team building, accountability, and engaging learning experiences, that drive results and outcomes for individuals, teams, and the business? If you feel a little challenged with everything going on, maybe sounding like a cracked recorded saying things repeatedly, or actually not 100% how to motivate and inspire the team, given the current nature of business, it may be useful for us to chat. Message TEAM to me here… and tell me a little about the business, your team, and what you’d like to work on together.
