What matters to your customers in the new era?

What to discuss with your team this month.

Watch the video here: https://youtu.be/E5PRHF8Xz60

We’ll meet again… but how will we feel?

As we look forward to re-opening, it’s more important than ever to understand how your customers might be feeling and well worth the conversation with your team BEFORE planning your re-opening roadmap.

People are really trusting businesses and relying on them to follow the right guidelines and to educate staff well, so it’s really important for businesses to do all that they can to help welcome people back in the safest way possible.

In the webinar below, you’ll hear our own Stephen Spencer and other B4 members discuss what measures businesses should take to help visitors return to enjoy attractions and hospitality venues once again.

Watch the video

Wendy Ball of the Ashmolean Museum in Oxford acknowledges that whilst ‘feeling safe’ is still a key priority, people also want to enjoy the fullest possible experiences with their family and friends too. Moving back to a ‘normal’ world will be a slow process and won’t be something that will just happen overnight, so as businesses we need to adapt and rethink how we can help people feel comfortable.

Jon Young of the market research company BVA BDRC stated that “46% of the population think the worst has passed” but that “the population won’t expect some level of normality to return for another 10 months.” This suggests that people are apprehensive about the upcoming months and still have a sense of uncertainty about the future. In a recent survey BDA asked respondents what would encourage them to return to attractions.

Customer experience design + training

Using immersive planning and training techniques to help you create optimised customer journeys that inspire your team.

Our innovative team are some of the best in the business and will use our three step process to ensure change is managed successfully in your organisation. Find out more.

Stephen Spencer
Your customer journey tour guide. View bio

John Barford
Commercial change agent. View bio

Carly Straughan
Ticketing + tills supremo. View bio

Jane Le Bon
Retail creative virtuoso. View bio

David McAllister
Heritage development expert. View bio

Erick Rainey
Director of human potential. View bio

We are now seeking organisations to pilot our ‘Innovation Toolkit’. This toolkit is the first of its kind and will take you on the SS+A journey to extract maximum value from your customers’ experience of your organisation or destination, using our three step journey process. If you’d like to become a toolkit test pilot, please register below.

Register to become a toolkit test pilot

Five top tips for making your online experience five stars

Now that we have indicative dates for re-opening, many attraction operators are fast gearing up to warmly welcome visitors once again.

One of the crucial stages of the visitor journey is, however, often one of the most overlooked, that is the pre-arrival, online experience.

ASVA’s latest research shows that visitors are now expecting to be able to book online, with Scottish attractions that offer this service, seeing between 75% and 100% of visits booked this way, rather than being purchased on site. It is therefore crucial that you get this part of the experience right and provide a seamless, high quality ‘5 Star’ pre-arrival experience for your visitors.

To help you with this, ASVA has teamed up with Kelly Molson of Rubber Cheese and our own Carly Straughan to present a brand new webinar. Kelly and Carly have been charged with providing you with the definitive ‘5 top tips’ that you need to know to make your online visitor journey a 5 Star experience for prospective visitors. Over the course of the webinar, Kelly and Carly will share all the tools you need to make the most of your online assets and ensure that you are converting browsers into visitors.

April 14th | 11:00AM – 12:00PM
Register for the webinar here

Freakonomics By Steven D. Levitt + Stephen J. Dubner

According to the authors – “a book about cheating teachers, bizarre baby names, self-dealing Realtors, and crack-selling mama’s boys”. They figured it would sell about 80 copies. Instead, it took up long-term residency on the Times best-seller list, and went on to sell more than 5 million copies in 40 languages.

“I don’t read a lot of business books but my best book for business insight would be Freakonomics as it teaches you how to value different information. It teaches you to see insight where you maybe usually see coincidence and vice versa.

It’s a genius book and I use its lessons regularly.”

Carly Straughan
Ticketing + tills supremo

Stephen Spencer + Associates

Stephen Spencer + Associates is a collaborative consulting and training organisation with a simple purpose: to help you extract maximum value from your customers’ experience of your product or service.

Stephen Spencer

Chief Navigation Officer

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