Presentation on theme: "Delivering the WOW! Tourism Vancouver Island March 2014."— Presentation transcript:
Delivering the WOW! Tourism Vancouver Island March 2014
Factor Noun the quality something has of being very impressive or surprising to people
2 Questions What is your greatest customer service challenge in your workplace? What do you hope to gain from today?
Tug of War?
Our Destination Team!
Customer Expectations Seinfeld
Memorable Tourism Experience “A tourism experience positively remembered and recalled after the event has occurred.”
Role of Corporate Culture WestJet Disney
Corporate Culture What we say in our ads is true: "Owners Care." Sure, it's our aircrafts that fly you places, but it's really our people who get you there. In fact, our entire corporate culture has been built around caring for you, our guests, by providing a great guest experience.” WestJet
Disney understands it can’t disappoint a guest, even once; if it does, the guest may never return. It’s this understanding that defines Disney as “guest-driven.” Johnson 2007
EVERY interaction can be reviewed? Every interaction can be reviewed!
81% of travelers said reviews were important when deciding which hotel to stay at (Forrester Research 2011) 75% of travelers said their holiday was better because they used reviews to make sure they picked the best place for them (Forrester Research 2011) 83% usually or always consult Trip Advisor before booking a hotel (Phocuswright)
We all have Baggage!
Perception = Reality
The Fix by Numbers Complaining customers Only 4% share The other 96% quietly go away, 91% never to return! 1 complaint = 26 silently unhappy customers 68% due to attitude 70% will return if you fix it! 95% will return if you resolve it immediately. Seize the opportunity! Put yourself in the Customers Shoes
What is YOUR WOW?
Tips Be Authentic - sell yourself not your business SMILE Ask the Question! Don’t assume. Existing Customers are your greatest strength Empower your team! Treat others the way you want to be treated Encourage Complaints Say thank you! Manage your online reputation or someone else will manage it for you!