Video | Agriculture | Confidence | Economy | Energy | Employment | Finance | Media | Property | RBNZ | Science | SOEs | Tax | Technology | Telecoms | Tourism | Transport | Search

 


Visitor Experience not Being Taken Seriously by Tourism


Visitor Experience not Being Taken Seriously by Tourism Industry

Businesses within the tourism industry are still not making visitors their number one priority and as a result a concerning trend is developing that has the potential to significantly impact individual business performance and the overall industry.

Business is viewing the improvement of a visitor experience strategy as a reactive task. A task that reluctantly must be contemplated when all else fails, rather than a critical part of a successful business plan according to Chris Bell Managing Director of Customer Experiences a company specialising in the development of quality customer experiences.

As businesses face increased competition, higher visitor expectations around the areas of service and experiences they are reluctantly concluding that a need to refocus their attention on the visitor and the quality and consistency of the experience is what is possibly required.

This reactive response is not only making the task that much more difficult, it’s starting to be seen by visitors for what it is, a “have to do” rather than a proactive genuine desire to put the visitor first.

In today’s highly competitive travel industry businesses without a visitor experience strategy as part of a business plan will struggle. A visitor experience strategy impacts every area of a business not just the service quality delivered at the front counter.

One of the reasons businesses have not contemplated the development of their visitor experience is the lack of know-how.
As a result businesses have tried to improve just some of the immediate areas that are not performing.
One example has been the reactive response to visitor complaints as a result of poor service levels. The response has been to send their front-line people on a customer service training workshop to improve their customer service skills.

We know from the evaluations we have carried out that this approach at best only delivers short term results and is very much a cost rather than an investment and in many cases is viewed as punishment by those involved rather than a skill development opportunity.

Research confirms that companies providing exceptional service have a strong competitive advantage. Customers are prepared to pay higher prices, make additional purchases, are more loyal and recommend the business to others. These benefits can boost a bottom line significantly.
In today’s market the visitor has all the power, a result of the huge amount of choice now available.
What proactive businesses are focusing on is using the development of their unique customer experience to enable them to stand out from the crowd rather than just to be in the game.


In 2013 business must realise that in a world of excess, uniformity and repetition, people buy experiences, not products or services. When people feel good about their experiences, they will not only return but will tell their friends and many others via social media. Get it wrong and today many more will hear about it via the same social media channels.

Customer Experiences has just made the process of improving service levels easier through the release of an affordable fully supported customer experience development program available online www.customerexperiences.co.nz

END

© Scoop Media

 
 
 
 
 
Business Headlines | Sci-Tech Headlines

 

Media: Julian Wilcox Leaves Māori TV

Māori Television has confirmed the resignation of Head of News and Production Julian Wilcox. Mr Maxwell acknowledged Mr Wilcox’s significant contribution to Māori Television since joining the organisation in 2004. More>>

ALSO:

Genetics: New Heat Tolerant Cow Developed

Hamilton, New Zealand-based Dairy Solutionz Ltd has led an expert genetics team to develop a new dairy cow breed conditioned to thrive in lower elevation tropical climates and achieve high milk production under heat stress. More>>

Fractals: Thousands More Business Cards Needed To Build Giant Sponge

New Zealand is taking part in a global event this weekend to build a Menger Sponge using 15 million business cards but local organisers say they are thousands of business cards short. More>>

Scoop Business: NZ Net Migration Rises To Annual Record In September

New Zealand’s annual net migration rose to a record in September, beating government forecasts, as the inflow was spurred by student arrivals from India and Kiwis returning home from Australia. More>>

ALSO:

Scoop Business: Fletcher To Close Its Christchurch Insulation Plant, Cut 29 Jobs

Fletcher Building, New Zealand’s largest listed company, will close its Christchurch insulation factory, as it consolidates its Tasman Insulations operations in a “highly competitive market”. More>>

ALSO:

Scoop Business: Novartis Adds Nine New Treatments Under Pharmac Deal

Novartis New Zealand, the local unit of the global pharmaceuticals firm, has added nine new treatments in a far-ranging agreement with government drug buying agency, Pharmac. More>>

ALSO:

Crown Accounts: English Wary On Tax Take, Could Threaten Surplus

Finance Minister Bill English is warning the tax take may come in below forecast in the current financial year, as figures released today confirm it was short by nearly $1 billion in the year to June 30 and English warned of the potential impact of slumping receipts from agricultural exports. More>>

ALSO:

Get More From Scoop

 
 
Standards New Zealand

Standards New Zealand

Mosh Social Media
 
 
 
 
 
 
 
 
Business
Search Scoop  
 
 
Powered by Vodafone
NZ independent news