Customer Journey Part 1: Off-site, online, on it!

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Designed to help you improve your digital presence, learn about the power of online reviews and identify where the customer journey begins.

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Customer Journey Part 1: Off-site, online, on it!

A tourism and hospitality masterclass

A customer’s journey through a business often begins way before they arrive at a physical site. Your online presence is vital to a positive and affirming start to that experience.

The latest instalment of our weekly masterclass series is the first of two parts looking at the customer journey. Designed to help you improve your digital presence, learn the power of online reviews and understand where the customer journey actually begins, it’s a topic that’s never been more important to focus on.

Learn about the platforms that give you the strongest digital presence, how best to engage with a potential customer and the strategy one particular business used to move online during lockdown.

In just an hour over lunch you’ll be introduced to some proven customer journey success strategies.

Agenda

11:55 - 12:00 Logging on

12:00 - 12:05 Welcome

Alexander Rushton, Hospitality Programme Lead, Be the Business

12:05 - 12:15 Understanding the customer journey

Jon Yantin, Hospitality Strategist, Stake Concepts

12:15 - 12:30 Where does your customer journey start?

Jon Yantin, Hospitality Strategist, Stake Concepts

12:30 - 12:45 Case study: Focusing on the pre-arrival customer experience

Suze Ward, Sales & Marketing Manager, Missenden Abbey, Buckinghamshire

12:45 Close

What will be discussed?

  1. The pre-arrival customer experience
  2. The importance of your online presence
  3. Embracing digital marketing
  4. Giving your brand a voice
  5. Pivoting to include online offer

What will you learn?

  1. Where your customer's experience actually starts
  2. What platforms give you a digital presence
  3. When to engage with a potential customer
  4. Why responding to reviews influences the buying decision of future customers
  5. How one business moved online during lockdown

What will you gain?

  1. Understanding of big business strategies that can be applied as small business tactics
  2. Increased confidence to become a more effective leader
  3. Support in overcoming business challenges
  4. The stories of business leaders like you
  5. Becoming part of a national movement to support business recovery

Who should attend?

Tourism and hospitality business owners, leaders, MDs, GMs and senior managers motivated to improve business performance and rebuild their businesses and our local economies.

Speakers

Alexander Rushton, Hospitality Programme Lead, Be the Business

Alex Rushton leads the Be the Business Collaborative Networks for Hospitality & Tourism programme. Alex spent his early career in project management before moving into the events industry where he designed and delivered a wide range of training and conference events before moving to direct large-scale international congresses and trade shows. He is now working nationwide to support the tourism and hospitality sectors as part of the Be the Business national movement.

Jon Yantin, Stake Concepts

Jon is a senior hospitality professional with over 25 years’ experience across hotels, restaurants, bars, clubs and casinos. Having worked in corporate, entrepreneurial and NASDAQ listed organisations, Jon brings a wealth of sector experience, specialising in business planning, fundraising, site selection, conceptualisation, licensing, operations, development and launch alongside strong commercial acumen and in-depth operational understanding. Today Jon operates Stake Concepts, a boutique advisory firm and is currently advising a range of hotel developers and operators across the UK and Europe.

Suze Ward, Sales & Marketing Manager, Missenden Abbey

Having worked in various hotels around the country for the last 18 years, Suze has spent the last 5 of those years working at Missenden Abbey in her home county of Buckinghamshire. Heading up the Sales and Marketing function for the venue, Suze leads a team of highly driven and skilled individuals responsible for looking after a variety of clients and events from weddings to large conferences.

What is the Tourism and Hospitality Masterclass Series?

A series of 8 online masterclasses that will discuss the big business strategies that can be applied as small business tactics. Sessions will support you in continuing your business recovery and feature the stories of business leaders like you.

1. The 8 pillars of strategic leadership (6 October 2020)

Get vital support in reconsidering your business strategy in response to coronavirus and creating an environment that promotes innovation. Find out more.

2. Embedding resilience: market trends and the art of the pivot (13 October 2020)

Take a look at how other businesses in your sector have pivoted and, through looking at market trends, how you can do the same. Find out more.

3. Customer Journey Part 1: Off-site, online, on it! (20 October 2020)

Designed to help you improve your digital presence, learn about the power of online reviews and identify where the customer journey begins.

4. Customer Journey Part 2: New world, new rules (3 November 2020)

Get support with mapping your customer journeys and discover how staff can be empowered to turn a bad experience into a good one. Find out more.

5. Getting to know your revenue streams: who are your customers really? (10 November 2020)

Designed to help you understand the importance of customer profiling and develop greater insight into revenue streams. Find out more.

6. Market mapping and competitive collaboration: rebuilding our economy together (17 November 2020)

Learn how to use market mapping to plot market position, see who your competitors/complementors are and analyse collaboration opportunities. Find out more.

7. It's not you, it's me: understanding personality types and the rise of Gen Z (24 November 2020)

Access insight on how to get the best out of your staff, understand who Generation Zs are and learn what really motivates them. Find out more.

8. My business. My people. My responsibility. (1 December 2020)

Learn about the link between your company's culture and brand, improving staff engagement and supporting future career paths. Find out more.

Contact

Event enquiries: hospitality@bethebusiness.com.

To find out more about Be the Business’ tourism and hospitality work, please contact Alexander Rushton, Hospitality Programme Lead via: alexander.rushton@bethebusiness.com.

For more information about Be the Business, please visit bethebusiness.com

If you’d also like to hear more from Be the Business, including events and other activities that are part of our Tourism and Hospitality Programme, please tick the corresponding box on the registration form. To find out more about how we look after your information, please visit https://www.bethebusiness.com/terms/be-the-business-privacy-notice.

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