Customer Journey Part 2: New world, new rules

Customer Journey Part 2: New world, new rules

A tourism and hospitality masterclass

Mapping the customer journey is an important exercise all hospitality and tourism businesses should go through. Having looked at improving your digital presence in a previous masterclass, this session analyses the multiple touchpoints customers will have with your offering.

We’ll also look at the crucial discipline of empowering your staff to turn a bad experience into a good one and what it’s like launching a business post-coronavirus.

If you’ve attended one of our digital masterclasses before you’ll know how much we’re able to pack into 45 minutes. If you haven’t, this is a great opportunity to take a small step back from being at the front line of your business to see how small but impactful improvements can be made.

Agenda

11:55 - 12:00 Logging on

12:00 - 12:05 Welcome

Alexander Rushton, Hospitality Programme Lead, Be the Business

12:05 - 12:15 The new onsite experience

Jon Yantin, Hospitality Strategist, Stake Concepts

12:15 - 12:30 Mapping the customer journey: how staff influence experience

Jon Yantin, Hospitality Strategist, Stake Concepts

12:30 - 12:45 Case study: Launching in a socially distanced world

Steve Pottinger, Co-owner, The Escapist, Chichester, West Sussex

Tom Owen, Co-owner, The Escapist, Chichester, West Sussex

12:45 Close

What will be discussed?

1. The new onsite customer experience
2. Trading with social distancing in place
3. Managing customer expectations and comfort
4. Mapping the customer journey
5. What it's like to launch in the new world

What will you learn?

1. Why map the customer journey
2. How many customer touch-points there actually are
3. How staff influence the customer experience
4. Why delegation is critical to turning a bad experience good
5. What it's like to launch a business post-Covid

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.

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. Find out more.

4. Customer Journey Part 2: New world, new rules (10 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.

5. Getting to know your revenue streams: who are your customers really? (17 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 (19 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. (26 November 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.