The Brown Sign Project - Customer Journey Mapping - Episode 3

Customer Journey Mapping Episode 3 - They've bought their tickets, they are on the way, are you ready? with Lois Honeywill and Karen Richardson

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 Lois Honeywell and Karen Richardson as we discuss the overarching ideas of Customer Journey Mapping as we attempt to answer the question - The visitors are on the way, are you ready?

 

Lois Honeywill

Lois is Head of Visitor Operations at the V&A Museum, South Kensington welcoming over 4 million visitors each year. 

Lois has held several senior positions in large scale operational roles combining her love for fashion design and history, with a professional interest in visitor attractions. Lois is passionate about developing and delivering exceptional experiences to a large and diverse audience (and shoes). 

You can find Lois on LinkedIn https://www.linkedin.com/in/lois-honeywill-55859532/ and on Twitter @LoisHoneywill

 

Karen Richardson

In her role at Tensator, Karen advises clients on how to guide people safely and efficiently from point A to point B in diverse sectors from retail to hospitality and leisure & tourism to religious buildings. Good customer guidance helps to create great customer experience. Done correctly, it can also save and make the space operator money, delivering payback within months not years, through efficiency gains and increased impulse selling and advertising opportunities. Karen lives with her pampered cat and loves to travel, please help her get out of the office more by asking her to help with your entrance and admissions way finding systems! 

 

You can find Karen on LinkedIn https://www.linkedin.com/in/karen-richardson

 

You can find out more about Tensator here www.tensator.com or follow them on Twitter @Tensator

 

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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