CUSTOMER JOURNEY MAPPING WORKSHOP

Travelling Mystery Guest

Travelling Mystery Guest (Pty) Ltd

Knowing your customer’s expectations is a difficult task. Often it seems almost impossible. It’s very rare to find two customers whose expectations are exactly the same. Still, there are certain expectations that are inherent to a customer’s experience, which is why a customer journey map is so ideal!

A customer journey map helps you to:

  • Think like a customer
  • Get to know the different customers
  • Understand the importance of interlinked departments
  • Look at things from both sides
  • Identify gaps in the customer’s experience
  • Fix the gaps in the customer’s experience
  • Identify additional ways to improve the customer’s experience
  • Stay on your toes
  • Motivate line staff

We offer customer journey mapping workshops all over South Africa (and even abroad) to assist hotels, guesthouses and restaurants to improve their customers’ journeys through your destination.

Interested? Contact us on (+27)82 336 1562 / enquire@travellingmystery.co.za and we’ll come to you!

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Workshop Feedback

As you know, we hosted a workshop in Pretoria this past month, called CUSTOMER JOURNEY MAPPING. We wanted to share some of the feedback that we received with you – perhaps you would like to book your seat for the same workshop taking place in Johannesburg (21 October) or in Bloemfontein (4 November):

Excellent!!!

You are doing a great job! Excellent, thanks!

You are doing a good thing. Keep it up.

This was a very enjoyable and informative day. Thank you.

I enjoyed the workshop, because the presenter was presentable and understandable.

The presenter was very professional.

Come back!!!

I liked everything about the training. One learns a lot and it makes you aware of the small details that we normally don’t think about. Excellent!

I would like to attend more workshops to gain more experience. It was excellent.

I have learned a lot, it’s a very nice thing you guys are doing – showed me that you will never know enough in this industry. We need to listen to our advisers.

Keep up with the marvelous job!

Excellent training – eye and mind opener.

This would be ideal if all departments can attend the workshop.

Something to go for!

Wonderful visual presentation.

A lot of information / topics we needed were covered. A very good facilitator – keep it up!

It was really fun – everybody participated.

Information is relevant – I am happy.

Book your seat for the next Customer Journey Mapping Workshop on 082 336 1562 / enquire@travellingmystery.co.za

Upcoming Workshop Dates

After receiving great feedback from our last delegates, we’ve decided to host another series of CUSTOMER JOURNEY MAPPING workshops.

The next dates and locations have been set aside for our Customer Journey Mapping Workshop:

Wednesday, 2 September 2015 – PRETORIA

Wednesday, 21 October 2015 – JOHANNESBURG

Wednesday, 4 November 2015 – BLOEMFONTEIN

More information regarding ticket sales will be communicated via our social media channels, our blog and our newsletter. Be sure to follow us on these platforms to stay up to date. Find these platforms via our website: Travelling Mystery Guest

Our best workshop yet!

It’s been a blast hosting Travelling Mystery Guest‘s Customer Journey Mapping Workshop at the HPC‘s (at the University of Pretoria’s sports grounds, LC de Villiers) conference venue this past week. Not only did the HPC offer the perfect workshop environment, they also offered some really yummy snacks, more than enough coffee and tea and a delicious cooked meal for lunch.

Customer Journey Mapping Workhsop #HPC

Customer Journey Mapping Workhsop #HPC

The workshop itself seemed to not only inspire the delegates, but it also made them aware of gaps in their customers’ journey at the different establishments. The delegates were from all over the industry, including hotel management, restaurant hosts and cashiers, as well as guesthouse owners and managers. Next time around, we’d like to see all HOD‘s from these companies attend, as it will assist them in understanding the roles of the different departments within a customer’s journey.

We’d like to thank the HPC for their comfortable and professional facilities, as well as the delegates who made it such a positive day.

 

Some of the comments received:

“You’re doing a good thing. Keep it up!”

“You are doing a great job. Excellent. Thanks!”

“Excellent!”

This was a very enjoyable and informative day! Thank you.”

If you’d like to attend this workshop, feel free to contact Renate de Villiers on 082 336 1562 / enquire@travellingmystery.co.za and we’ll make it happen!

Journey Mapping Workshop

It’s not always easy to know what your customer expects, which means you are not always able to provide them with the best possible service. If you knew what they might need or expect within the next few minutes, you’d be able to assist them without them having to request assistance.
Travelling Mystery Guest invites you to attend the upcoming Customer Journey Mapping Workshop on 3 June 2015 at Eagle’s View Guest House and Conference Centre, Roodepoort. Here you will be able to create your own customer journey map, identify different types of customers and their possible expectations. We’ll get into your customer’s shoes, put on our thinking caps and jot down the various touch points where you can “wow” your customers.

Journey Mapping Workshop - 3 June 2015

Journey Mapping Workshop – 3 June 2015

Journey mapping helps you to identify “touch points” with the customer where you have the opportunity to “wow” them. A few of these touch points include engagement on social media, guests’ arrival at the hotel’s security gate, guests’ checking in process at reception and many more. These touch points can also differ from customer to customer. A business man’s expectation during the check-in process might be for it to be as quick as possible, where a family on holiday might expect welcome drinks and welcome kits for kids on their arrival.
For more information, contact Renate de Villiers on 082 336 1562 / enquire@travellingmystery.co.za
Book now by completing the form HERE or pop Renate an email.