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Carlton Gajadhar and Carly Straughan host The Brown Sign Podcast, focusing on the bits of the tourism industry that don't normally get much coverage. From careers in tourist attractions to visitor service excellence, we love to share stories from tourism professionals and hear about their experience of the wonderful, and sometimes weird, world of visitor attractions.
Episodes
Friday Oct 08, 2021
Friday Oct 08, 2021
Customer Journey Mapping Episode 4 - How important is the attraction content itself? with Rachel Mackay and Joe Lavery
We've had a bit of a break but are back with a new series and this time we're looking at customer journey mapping. What is it? Why is it useful? When should I be working on it? All the important stuff gets discussed as we follow our customers through their journey to having a great experience in an attraction.
From buying tickets online and joining the queue to signing up for your newsletter and leaving a review, we look at all stages of the customer journey and what they meant to the wider business.
In this episode we are joined by Rachel Mackay and Joe Lavery as we discuss the overarching ideas of Customer Journey Mapping as we attempt to answer the question - How important is the content to the overall customer journey?
Rachel Mackay
Rachel Mackay manages Historic Royal Palaces at Kew, looking after four historic sites including Kew Palace. In 2020, she created The Recovery Room (therecoveryroomblog.com) to share research and resources as the museum sector recovers from the impact of the pandemic. She was recently named one of Blooloop’s top 50 museum influencers.
You can find Rachel on Twitter @RachMackay and at The Recovery Room Blog
Joe Lavery
Joe is a marine biologist with a passion for science & engineering. Previously with Merlin Entertainments, Joe lead new developments to improve aquariums whilst working as Global Curator of research & development for 57 SEA LIFE aquariums worldwide.
Joe is co-host of the Aquariums Explained podcast and also co-founder of The International Zoo & Aquarium Review
You can also find Joe on LinkedIn https://www.linkedin.com/in/laveryj/
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With huge thanks to our sponsor for this series Stephen Spencer + Associates without whom this would not have been possible.
Absolute huge respect and thanks to our great editor over at Joe Shmo Productions who you can find over on Twitter at... https://twitter.com/joeshm0
We discuss a number of books in this episode which we found useful and pertinent to the discussion.
Available in all good books shops but trying not to point you to purchasing from a global supervillain unless absolutely neccesary so here goes...
The Anarchists Guide to Historic House Museums
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