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

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

How to create engagement from fans on social media:

Having a fan page on Facebook, being on Twitter and writing a blog post every now and again does not always create the engagement on social media you would expect. How can you create more engagement? Here are a few tips:

 
1. Ask questions that are relevant to your fans.
2. Post fill-in-the-blank sentences, i.e. Complete the sentence: Travelling Mystery Guest’s workshops are _____.
3. Ask followers to retweet your tweets.
4. Share videos.
5. Share jokes and memes relevant to your industry.
6. Run competitions.
7. Post a quiz.
8. Comment on other pages’ posts or tweets and create conversation.
9. Share before and after photos.
10. Share photos of guests or visitors (with their consent, off course).

 
To learn more about the basics of social media, be sure to book your seat at our upcoming workshop, back by popular demand, on 6 OR 8 May 2015. For more information, contact Renate on 082 336 1562 or enquire@travellingmystery.co.za.

Upselling: A useful tool in the hospitality industry

Upselling, also known as suggestive selling, is an ideal tool in the hospitality industry, as it not only gives staff the opportunity to create larger sales, but it can also be used to create greater customer satisfaction.

 
Yes, many times, the word “upselling” can leave a bitter taste in your mouth due to sales people nagging and nagging you to buy certain products. I believe that those sales people just haven’t had the right training – especially when it comes to the hospitality and tourism industry. In our industry, it’s all about the customer experience and customers definitely don’t want to be bombarded with sales pitches. Still, they do expect staff to tell them a little more about services offered, the current specials or things that they might be interested in.

 
Upselling, when used correctly, gives you the opportunity to get closer to your customer. To get to know them better.

 
Interestingly enough, we tend to use the word upselling incorrectly sometimes. Let me explain:

 
If a guest buys a room for R1200 per night and the reservationist offers the guest a better room with a view and an en suite bathroom at R1500 per night, that’s upselling. Cross-selling, on the other hand, is when you sell products that are different, but related, to the product that has already been bought. An example: If I buy a room at R1200 per night, the reservationist offers me the option of adding a spa treatment at the spa next door at R600. With upselling, the price of the product being bought is increased. With cross-selling extra items are added to the original product to increase the sale.

 
Keep in mind that it’s not a race, but rather a route to follow to help the customer get more value from your business, eventually creating more loyal customers who are sure to return time and again.

 
Groovehq.com mentions a few reasons why upselling and cross-selling are so positive:
1. When done right, it builds deeper relationships with customers.
2. It’s easier than selling to new customers and helps you grow.
3. Upselling increases customer lifetime value.

 
Teach your employees how to use upselling and cross-selling effectively by attending Travelling Mystery Guest’s upcoming workshop on this topic on 4 July 2015 (combined with 3 July 2015 workshop on communication) or 8 July 2015. For more information, contact Renate on 082 336 1562 or enquire@travellingmystery.co.za.

Workshop & Discussion: Get to know your customers

There is a reason why destinations often struggle to provide the best possible customer service to their guests and it’s because we don’t always know our customers.

Today’s customers are much more informed than a few years ago. We would like to take a look at a few topics which will assist destinations in getting to know their customers better.

Here are the topics we’d like to discuss:

  • Types of tourists
  • Types of customers
  • Being a tourist and a customer
  • What tourists and customers expect
  • The customer journey affects a customer personally
  • Teach employees to know customers better
  • How to collect customers’ data without disturbing them

Would you be interested in joining us for this workshop? Let us know!

Contact us on 082 336 1562 / enquire@travellingmystery.co.za