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Cookie Cutters are Good for Cookies!

by Nancy Arsenault on April 10, 2014

But a cookie cutter approach to visitor experience management, training and business development doesn’t work. Everyone guest, business and community is at a different point of departure on their journey, and it’s our job to figure out what that is and how we can add value.

That being said, frameworks, decision criteria and trusting processes are vital to sustainable outcomes so keep an open mind as you strive for personalization but know the value of economies of scale!


Two sure fire ways to tick off a customer.

by Nancy Arsenault on March 20, 2014

1.  Don’t listen to what they are saying they need – and be a solution provider.

2.  Trying to upsell them something the clearly don’t want or need.

Wow,  in securing a online platform that we need for our small business today I was frustrated at how my online chat ‘help’ turned facilitating a quick sale from a return customer to driving me stark-raving mad!

All I needed was an old account hooked back up again, as I had stopped service for a year as I didn’t need it. Should be easy, welcoming back a returning customer who is asking to buy something very specific. Apparently not.

Better to waste 20 minutes of their time and your staff time trying to upsell a corporate account that I didn’t need. Despite typing in multiple times I don’t need a corporate account, I need flexibility and ideally a pay-as you play (which of course isn’t an option), I finally had to type in: “I appreciate your talent in trying to upsell me but I don’t need a corporate account.” Then I got what I wanted, after one more pitch for a discount of the very thing I don’t need.

Companies work so hard to drive business down the path to purchase, repeat customers should be a dream, suggesting purchase options could receive a thank you for it may attract more customers. Not so with this company.

Do you know what your employees are doing to drive away business at the very time they should be thanking a return customer for their business?

Mystery shop yourself a few times and you may be surprised what you learn.


A thought worth remembering

March 18, 2014

“Excellence is the result of caring more than others think is wise, risking more than others think is safe, dreaming more than others think is practical, and expecting more than others think is possible.” ― Ronnie Oldham

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Fascinating “I’m not in the tourism business”

March 10, 2014

While engaged in a variety of projects this past year, I had the chance to talk to a variety of people that I thought worked in the tourism industry. I was shocked to learn that they didn’t! .  This included: Visitor information centre staff Festival hosts Restaurants Gas stations Now of course this wasn’t everyone, […]

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Heritage Presentation Specialist – is that really the right title?

March 3, 2014

I’ve had a few notices come to my Linkedin box lately from organizations seeking a HERITAGE PRESENTATION SPECIALIST.  A decade ago I wouldn’t have batted an eye – but today, it causes me to stop and reflect. Times have changed.  Do we want to ‘present’ to our visitors our culture, history or heritage?  Or do […]

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Layering on Visitor Choice and New Experiences

February 24, 2014

When we teach about the options a business has to enhance their visitors’ experience we know it can happen by investing in, or modifying the infrastructure (high overhead cost), activity, or the people and programs that provide choice and varying degrees of engagement for visitors to connect to people and place.  The CN Tower’s Edge […]

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Unique Experiences among top 10 trends for 2014

February 20, 2014

Hotelier magazine reported the top 10 trends for 2014 and demand for unique experiences is among them. It’s fascinating that reference to experiences continues to surface in trend lists, and this bodes well for Canada and those companies who continue to invest in training the industry on visitor experience management and developing experiences that drive visitor […]

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Metrics can be fun!

January 22, 2014

  We all know the importance of performance metrics to helping us understand our business and point our investments in the right direction.  The Internet has allowed for many online engagement stats to help us out, particularly Google Analytics. But it is even more fun when they appear in your mailbox! SlideShare surprised us this […]

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What are you missing in your own backyard.

January 16, 2014

Today Chris Hatfield, a Canadian icon, the first Canadian to walk in space  and  recognized by around the world with people of all ages, became the spokesperson and ambassador for Tourism Ireland reports the Globe and Mail. With over 20 million views on his various space adventures, his social media suaveness, singing talent and celebrity […]

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Cut costs but don’t forget about the experience

January 13, 2014

A very thought provoking article was posted by the CBC and rather timely as I just returned from California and indeed one of the hotels didn’t have any soap amenities and I scratched my head assuming the cleaning staff forgot them!  Perhaps not.  In this article it speaks about hotels rethinking some basic fundamentals – similar […]

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