The Customer Journey

It’s all about touch points.

Subconsciously we all rate our experiences all the time. Whether it is the drive to a destination, the arrival, an activity at a destination or even the departure, there’s always a score attached to it. Not necessarily a mark out of ten, but definitely a “yes, I’ll do that again”, “next time I’ll do it differently” or “no, I’ll never do that again!”

This is exactly what goes on in customers’ minds during visits to a specific destination. Every part of a customer’s experience adds to the overall assessment of their customer journey. The customer journey consists of different touch points where the destination has the opportunity to either impress or disappoint. These touch points often interlink with one another, like for example:

During the arrival phase of a customer’s journey, the ideal would be to be greeted and guided to the parking and reception by the security guard at the gate. This would be the first touch point between the customer and the destination (not omitting the previous post-stay touch points, i.e. visiting the destination’s website to find directions). If the security guard failed to live up to what the customers expected when arriving, this touch point would have been a negative experience. This is only one touch point within the customer’s journey, hence you understand how many opportunities a customer journey consists of for the destination to impress and exceed customers’ expectations.

Customer Journey Mapping

Customer Journey Mapping

The journey continues throughout the customer’s visit, whether it is a lunch at the restaurant or a stay over. The customer journey also does not end when the guest departs. Follow up phone calls, email communications, social media posts, likes and shares and Tripadvisor reviews all form part of the post-stay phase. This is why it has become very important for destinations to be just as active and pro-active online as their customers. The customer journey is not just face-to-face experiences anymore. It now includes telecommunication, written (and e-mail) communication, verbal and non-verbal communication, social-, digital and print media (marketing) and more. Therefore, it is very important for different departments to understand the customer journey, as these departments tend to interlink with each other on a regular, minute-to-minute basis. Reservations, sales and marketing work hand-in-hand to provide customers with the best possible deals. Front office, reception and security work together in ensuring that the check-in process runs smoothly. Marketing and food and beverage work together closely when it comes to the menus, specials, etc. Understanding the customer journey assists the different departments in helping each other to exceed customers’ expectations and to eliminate gaps within the customer journey where touch points are exposed to possible disappointment.

Travelling Mystery Guest offers workshops on customer journey mapping. Mapping out your destination’s customer journey will assist staff to understand their roles in the different touch points and to roll out the process on paper to see what a customer expects at certain times and places within the customer journey. No destination’s map will ever look the same, as not one destination offers the same experiences. Different customers will also lead to different customer journey maps, as no customer has the same expectations. Hence, during Travelling Mystery Guest’s workshops, the destination’s main type of customer is used as a prototype.

If you would like to learn more about your destination’s customer journeys, contact Travelling Mystery Guest today!

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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

CUSTOMER JOURNEY MAPPING WORKSHOP – Back by popular demand

We all dread it when customers confront us about a bad experience. Whether it is a mistake from our side or due to unforeseen circumstances, an unhappy customer is a customer we don’t want.
Travelling Mystery Guest’s workshop, Customer Journey Mapping, is back by popular demand and the company will be hosting another three of these workshops at different venues in South Africa before the end of the year. The first will take place in Pretoria on 2 September 2015 at the CSIR, just off the N1. On 21 October 2015 the workshop will be held in Johannesburg at Eagle’s View Guesthouse, followed by a visit in Bloemfontein at De Oude Kraal on 4 November 2015. Bookings can be made by contacting Renate de Villiers on 082 336 1562 or enquire@travellingmystery.co.za.

Customer Journey Mapping Workshop

Customer Journey Mapping Workshop

More about the workshop:
The workshop focuses on teaching delegates to create a map of the customer’s experience through their company, whether it is a restaurant, hotel or other service provider. Mapping out the customer’s journey assists line staff and managers to understand the customer’s way of thinking, eventually teaching employees to think like the customer. This leads to staff being able to think further than the here and now and encourages them to go the extra mile. It decreases customer frustrations, motivates staff and creates innovation within the workplace, because employees need to think out of the box in order to get into their customer’s shoes.

The Customer Journey Mapping Workshop helps employees to think like a customer. It helps them to understand why customers often react in certain ways and provides employees with a tool to prevent certain gaps within the customer’s experience. It might also even instigate a few new ideas and standard operating procedures within the customer’s journey that could improve the customer’s experience.
Get to know your customers on a whole new level by attending this exciting workshop. For bookings and more information, contact Renate de Villiers on 082 336 1562 or enquire@travellingmystery.co.za.
IMPORTANT: These workshops can take a maximum of 15 delegates and therefore companies and individuals are urged to book well in advance to avoid disappointment.
Follow Travelling Mystery Guest on Facebook (facebook.com/TravellingMysteryGuest) and Twitter (@TravellingMG) to stay up to date with their latest workshops and travels.

Customer Journey Mapping Workshop – 1 July 2015 – Pretoria

Getting to know your customers is a challenging, yet enriching task. I call it a task, because it is. It is your responsibility to know who your customers are, where they are from, what they need and what they expect from your company. Journey mapping, or rather customer journey mapping, allows you to do just that and Travelling Mystery Guest would like to help you make the task easier!

 

Customer Journey Mapping Workshop Pretoria

Customer Journey Mapping Workshop Pretoria

Travelling Mystery Guest invites you to join in on the fun at the upcoming Customer Journey Mapping Workshop, taking place on 1 July 2015 at the HPC, University of Pretoria.
Delegates will get to have some fun while getting to know:

– the different types of customers,

– different customer behaviours and

– the process of mapping out your company’s customer journey in detail.

Why? Because having this information at hand allows you to train your employees to cater to your customer’s every need, it encourages new, innovative ideas on how you can “wow” your customer and it provides you with some information on possible service gaps that need your attention.
Would you like to join in on the fun? Contact Renate de Villiers on 082 336 1562 / enquire@travellingmystery.co.za for more information or book via Travelling Mystery Guest’s Travelling Mystery Guest on Facebook. Follow Travelling Mystery Guest on Twitter: Travelling Mystery Guest on Twitter
WORKSHOP INFORMATION:
Workshop: Customer Journey Mapping
For whom: Anyone who would like to improve their customer knowledge and who would like to expand and develop their company’s innovative, yet customer focused service.
When: 1 July 2015
Where: HPC, University of Pretoria
Time: 08:30 for 09:00 until 15:00
Cost: R1080.00 per person
Included: Snacks, coffee and tea, lunch, workshop booklet
What to bring: Laptop, pen and paper, thinking cap, creative ideas
BOOKINGS: Contact Renate de Villiers on enquire@travellingmystery.co.za / 082 336 1562

BOOKINGS CLOSE ON 25 JUNE 2015

CUSTOMER JOURNEY MAPPING WORKSHOP

Getting to know your customers is a challenging, yet enriching task. I call it a task, because that’s what it is. It is your responsibility to know who your customers are, where they are from, what they need and what they expect from your company. Journey mapping, or rather customer journey mapping, allows you to do just that and Travelling Mystery Guest would like to help you make the task easier!

Customer Journey Mapping Workshop

Customer Journey Mapping Workshop

Travelling Mystery Guest invites you to join in on the fun at the upcoming Customer Journey Mapping Workshop, taking place on 1 July 2015 at the HPC, University of Pretoria.
Delegates will get to have some fun while getting to know the different types of customers, different customer behaviours and the process of mapping out your company’s customer journey in detail. Why? Because having this information at hand allows you to

– train your employees to cater to your customer’s every need,

– it encourages new, innovative ideas on how you can “wow” your customer,

– and it provides you with some information on possible service gaps that need your attention.
Would you like to join in on the fun? Contact Renate de Villiers on 082 336 1562 / enquire@travellingmystery.co.za for more information or book via Travelling Mystery Guest’s Facebook page.

Follow Travelling Mystery Guest on Twitter: @TravellingMG
Workshop info:
Workshop: Customer Journey Mapping
For whom: Anyone who would like to improve their customer knowledge and who would like to expand and develop their company’s innovative, yet customer focused service.
When: 1 July 2015
Where: HPC, University of Pretoria
Time: 08:30 for 09:00 until 15:00
Cost: R1080.00 per person
Included: Snacks, coffee and tea, lunch, workshop booklet
What to bring: Laptop, pen and paper, thinking cap, creative ideas
BOOKINGS:

Contact Renate de Villiers on enquire@travellingmystery.co.za / 082 336 1562

*BOOKINGS CLOSE ON 20 JUNE 2015

CUSTOMER JOURNEY MAPPING WORKSHOP

Getting to know your customers is a challenging, yet enriching task. I call it a task, because it is. It is your responsibility to know who your customers are, where they are from, what they need and what they expect from your company.

Journey mapping, or rather customer journey mapping, allows you to do just that and Travelling Mystery Guest would like to help you make the task easier!
Travelling Mystery Guest invites you to join in on the fun at the upcoming Customer Journey Mapping Workshop, taking place on 3 June 2015 at Eagle’s View Guest House & Conference Centre.

Customer Journey Mapping Workshop

Customer Journey Mapping Workshop

Delegates will get to have some fun while getting to know the different types of customers, different customer behaviours and the process of mapping out your company’s customer journeys in detail. Why? Because having this information at hand, allows you to train your employees to cater to your customer’s every need, it encourages new, innovative ideas on how you can “wow” your customer and it provides you with some information on possible service gaps that need your attention.
Would you like to join in on the fun? Contact Renate de Villiers on 082 336 1562 / enquire@travellingmystery.co.za for more information or book via Travelling Mystery Guest’s Facebook page.

Follow Travelling Mystery Guest on Twitter: @TravellingMG
Workshop info:
Workshop: Customer Journey Mapping
For whom: Anyone who would like to improve their customer knowledge and who would like to expand and develop their company’s innovative, yet customer focused service.
When: 3 June 2015
Where: Eagle’s View Guest House and Conference Centre, 1 The Gallery, Ribbon Road, Little Falls, Roodepoort
Time: 08:30 for 09:00 until 17:00
Included: Snacks, coffee and tea, lunch, workshop booklet
What to bring: Laptop, pen and paper, thinking cap, creative ideas
BOOKINGS:Contact Renate de Villiers on enquire@travellingmystery.co.za / 082 336 1562