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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Business or pleasure?

Is your establishment’s target market mainly guests who visit on business or pleasure?

As a hospitality and tourism industry expert, you probably don’t need me to explain to you why it is necessary to know your target market. The problem is, we get so used to our target markets, that we sometimes forget that they are also people, and people change.

As our environment, whether it be our technological or our physical environment, undergoes certain evolvements, we tend to change with it eventually. Therefore, as an accommodation establishment, restaurant or venue, it is important to keep up with trends in the industry.

Here are three trends TMG noticed feature in certain sections of the hospitality and tourism industry that you as a professional in the industry probably need to consider:

Environmental Responsibility:

This is not only a trend, but also a necessity. It has come to TMG’s attention that many travellers prefer accommodation at establishments that prove to be environmentally responsible. Guests are even willing to give up certain levels of comfort for this.

Kids entertainment:

Guests travelling for pleasure normally include families. Families often require some entertainment for children, which includes jungle gyms, swimming pools, and possible movie nights for when parents want to enjoy a romantic dinner. It is also important to remember that parents are well educated on this subject and therefore your establishment is automatically expected to provide them with service that will exceed their customer expectations. Think educational and try to include outside activities for kids. Take them on treasure hunts or short kids’ hiking trails. Use your environment and be creative.

Wi-Fi:

Businessmen are often on the road and with the fortunate evolvement of cell phones, computers and emails, many people unfortunately do the work of three or more by themselves these days. Wi-Fi has always been a luxury and not too long ago only top hotels and restaurants provided the service. Today, however, more and more hospitality and tourism establishments are adding this to their list of services and these establishments are the ones who become popular amongst business travellers especially very quickly. If business guests form part of your establishment’s target market and you do not provide your guests with Wi-Fi, you will need to revise your list of services.

For more tips and ideas on how to exceed your customers’ expectations, perhaps you should contact TMG and attend one of our workshops? Contact Renate on 082 336 1562 or enquire@travellingmystery.co.za for more information.

Workshops for April

In addition to TMG’s current customer service workshops and the four social media sessions to attend, we also offer the next couple of workshops in April:

Create your own hotel wheel

We get creative in April and create our own hotel wheels. This is the process that keeps a hotel going – from security checks at the gate, reception, porters, room and restaurant service, through to guest feedback and departure. This process becomes quite intricate when you spend some time thinking about it – it might even end up looking more like the inside of a watch with all the different departments interlinking with each other. This is a great exercise to do with staff that needs to understand the inside of your business.

Create your guesthouse / hotel / restaurant’s own customized customer journey map

While the hotel wheel mainly focuses on the different departments of your business and how they interlink with each other, the customer journey map focuses on the customer’s journey through these different departments. The customer journey map teaches you more about your customers, including different target markets and their expectations, as well as your establishment’s shortcomings and what you should focus on to exceed customer expectations.

(Don’t forget that Travelling Mystery Guest specializes in customized customer journey evaluations. Contact Renate for a quote on enquire@travellingmystery.co.za / 082 336 1562).

Identify problem areas within the hospitality and tourism industry in South Africa

No industry is without problem areas – the same with the hospitality and tourism industries of South Africa. We look at some problem areas that TMG has encountered and identified and brainstorm about it. This session is mainly to see where the industry is lacking and what keeps it from exceeding its customers’ expectations. Come with an open mind, a pen and paper and let’s get to it.

Identify solutions to the problem areas in our hospitality and tourism industry

This is a follow up session to the one above. During this session we will brainstorm and discuss different solutions to the problems we’ve identified. From small things within your own organization to bigger things within the industry – we cover it all.

Book your workshop with Travelling Mystery Guest today – we come to you! Contact Renate on 082 336 1562 or enquire@travellingmystery.co.za. You can also follow her on Twitter (@TravellingMG and @RenateTravel) and Facebook: Travelling Mystery Guest. Also find TMG on LinkedIn, Google+ and Pinterest.

For more workshops, have a look at our list of workshops here: TMG Slideshare

WORKSHOPS FOR THE TRAVEL INDUSTRY IN 2014

Exceed your customer’s expectations

28 December 2013. Johannesburg. The New Year is upon us and every tourism and hospitality establishment has its own plans for 2014. Whether you are planning on increasing sales or offering more products to your guests, it all comes down to one thing: Customer Service.

Travelling Mystery Guest, a hospitality and tourism consultancy company offering workshops, customer journey evaluations and PR opportunities, will be kicking off the New Year with exciting workshops focusing on South African hospitality, customer service and social media within the travel industry. Guesthouses, B&B’s, lodges, hotel groups, restaurants and even self catering facilities will be able to learn more about the importance of linking social media with customer service and the changes in the average traveller’s purchasing habits.

Workshops will be presented by the company’s founder, Renate de Villiers, and January’s venue is none other than the lovely Africlassic River Lodge in Rivonia. A special thanks to Jan and Magdel van Sandwyk, sponsors of the venue in return for workshop attendance and a customer journey evaluation.

January Workshops

January Workshops

Workshops for January and February:

Johannesburg:

23 January 2014                And THAT’s why the customer is in charge!

30 January 2014                Exceeding your customer’s expectations without too much effort

6 February 2014                Creating and sharing compelling content

7 February 2014                “Face” the “book” of social marketing

13 February 2014              “Tweet” your heart out!

14 February 2014              Google+ and LinkedIn for your small business

Pretoria:

20 February 2014              Creating and sharing compelling content

21 February 2014              “Face” the “book” of social marketing

27 February 2014              “Tweet” your heart out!

28 February 2014              Google+ and LinkedIn for your small business

Travelling Mystery Guest is looking for a venue in Pretoria that might be interested in a trade exchange. For more information, please contact us!

For bookings and more information, contact Renate de Villiers on enquire@travellingmystery.co.za or 079 110 5674. Workshop topics and content information will also be readily available on the TMG blog. ▪▪