Understanding customer needs, expectations, and perceptions can be critical to improved performance and profit
|Date || Tuesday, 6 October 2015 || |
|Time || 15:30 - 16:50 || |
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This seminar will explore ways in which valuable guest feedback can be collected and collated and how that links to improvements in an attraction resulting in improved turnover and profit. The seminar will examine both theoretical models of guest engagement and practical examples of guest feedback system at existing attractions.
Carlton Gajadhar explores tourist attraction engagement and a concept he dubs ‘Inter-services’.
Mark Brewster, CEO at Explori, consultants to the conference and event market, explains how attractions can use visitor feedback research to understand how to drive customer loyalty, advocacy and value for money - the 3 pillars of organically increasing revenues and profits.
And finally, Rebecca Claydon, Head of Customer Services at The View from The Shard, the tallest building in the European Union, discusses how the attraction collates feedback from guests, what is done with the feedback collected, the growing impact of Social Media in guest engagement and the correlation between staff satisfaction, improved service delivery, increased guest satisfaction and the desire to revisit, recommend to others and ultimately the bottom line.
This session will be moderated by Sandy Clark, Operations Director The Shard.