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.

Advertisements

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!

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

Getting off-line guests online

Have you noticed how many of your regular guests are not following you on social media? Some of them might be on Facebook or Twitter without following you, others might have profiles, yet they don’t use it and some might even not have a profile on social media. How do you get off-line guests to follow and engage with you on social media?

Here are a few tips and ideas to think about and PLEASE feel free to share your experience and expertise on this topic – we are here to assist each other! 🙂

Create awareness that you are on Twitter and Pinterest by inviting guests to follow you on these platforms with a small gift like this:

Twitter and Pinterest Biscuits

Twitter and Pinterest Biscuits

Create professional notice cards with details like your Twitter handle, Facebook link, Pinterest link and Google+ name to encourage guests to follow you on certain social media platforms. This will definitely also encourage guests to Tweet about your establishment while they are there, as you provide them with information allowing them to tag you.

Consider having a television screen in the foyer, displaying your Twitter stream all day long. This creates transparency, guests will be able to see that you are active on Twitter and they might also be encouraged to Tweet something in order to see their own name on the screen.

Create social media contests and promote them in printed media. This will allow people who are not following you on social media to consider liking or following your profiles.

Add your social media links or at least just the social media logos to your printed collateral – this will create awareness among guests who fill out your questionnaires, read your information files in the rooms, etc.

On arrival, ask guests if they are on Twitter, request their Twitter handles and welcome them at your destination online too. This will make them feel even more special and they will most definitely follow you back!

Create unique hashtags for certain events at your destination and ask the event manager to remind guests to use the hashtag when Tweeting about the event. Also ensure that your Twitter handle is visible during the event for when people want to follow and tag your destination.

Do you have any additional ideas on how to get off-line guests online? Feel free to comment below.

For more on this topic, book a workshop with Travelling Mystery Guest and lets get all South Africa’s hospitality and tourism establishments social savvy!

Contact Renate de Villiers on 082 336 1562 or enquire@travellingmystery.co.za for more information.

How does a ‘Customer Journey Evaluation’ work?

Similar to mystery guest visits, Travelling Mystery Guest offers destinations “Customer Journey Evaluations“. But how does it work?

Customer Journey Evaluations

Customer Journey Evaluations

Firstly, let’s have a look at what a customer journey is all about. If you think about it, it is actually self explanatory: It’s the journey of a customer at your destination, whether it is a restaurant, guesthouse or hotel.

Travelling Mystery Guest‘s customer journey evaluations include the following:

1. Mystery Guest Visit:

A mystery guest is sent your to your destination to experience the journey you offer to your customers firsthand. Travelling Mystery Guest has developed its own list from which its mystery guests explore your destination‘s offerings. This includes your website, the service levels you promise and what is experienced, the ergonomics of your establishment, communication of staff, etc.

2. Report:

A full report is written about the customer journey that was experienced, including congratulations on what you have achieved, suggestions on what can be improved and tips and ideas to assist you to focus on your advantages.

3. Qualitative Data:

Travelling Mystery Guest also includes qualitative data in the report, which allows destinations to measure their performance and growth over a period of time.

If you are interested in a customer journey evaluation for your destination or if you would like some more information, contact Renate de Villiers: enquire@travellingmystery.co.za / 082 336 1562.

Products from Travelling Mystery Guest

After identifying a gap in the hospitality and tourism industry with regards to customized customer journey evaluations (another, better way of doing mystery guest visits) and customer service, I (Renate de Villiers) decided to start Travelling Mystery Guest – a company that identifies accommodation establishments and restaurants‘ advantages and assisting them in using that as a method of providing customers with the best possible service.

Here are a few of the products Travelling Mystery Guest offers:

TMG Products and Contact details

TMG Products and Contact details