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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.
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Friday Aug 27, 2021
Friday Aug 27, 2021
Customer Journey Mapping Episode 2 - You've got their interest and possibly their money, what now? with Kelly Molson and Joe Robinson
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 Kelly Molson and Joe Robinson as we discuss the overarching ideas of Customer Journey Mapping as we attempt to answer the question - You've got their interest and possibly their money, what now??
Kelly Molson
Host of Skip the Queue Podcast, for people working in or working with visitor attractions.
Rubber Cheese partners with global brands such as Pernod Ricard and Chivas Brothers, alongside ambitious visitor attractions like Eureka! The National Children’s Museum, Plymouth Gin Distillery and Aberlour, Scapa, Strathisla and The Glenlivet Whisky distilleries.
We achieved a 316% increase in tour bookings and product sales within 3 months for a distillery visitor centre, and saved one visitor attraction over 972 staff hours on average each year.
I deliver workshops and presentations at various national conferences and universities including the VAC, ASVA, Nottingham Trent University and ARU.
Joe Robinson
Joe brings fifteen years of tourism experience as the Chief Growth Officer at RocketRez. Joe started in the tourism industry while serving as a Peace Corps Volunteer in Nicaragua. Joe then dove deep into tours and as a tour guide with Intrepid Travel. Eventually moving off the road to leading global sales & marketing teams for travel companies. In 2015 he launched a multimillion-dollar bus tour operation for Big Bus Tours in Chicago. Joe lives in Nashville, TN with his wife and 2 sons.
You can find Joe here:
https://www.linkedin.com/in/jcrob/
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
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