This is a challenging time for the leisure industry. Not only are customers more careful with their money (wanting more for less), they also have have less time and more options.
Visitor attractions and clubs need to create unforgettable experiences. Get this right and guests will flock to social channels to post their photos and experiences, they’ll recommend you, and you’ll be at the top of their minds.
We work with visitor attractions and leisure clubs to build cohesive teams, create great workplaces and enhance the customer culture. Through telephone interviews or focus groups with your customers and employees, we can provide the insight you need to make customer experience your most powerful USP, and we can work with your teams, designing experiences that will exceed all expectations.
We specialise in creating memorable experiences and positive emotions. We measure the results of our work fastidiously, so you can clearly track the return on your investment. Here are some examples of how we work:
Customer Experience Strategy: We created a ‘Marvellous Memories’ programme for the National Trust. We explored customer expectations, and designed a ten-point action plan to help staff build emotional connections. We held live experience days and appointed ‘Customer Ambassadors’. Read our case study…
People Performance: We reviewed the entire member journey for Exeter Golf and Country Club. We helped build a stronger customer culture that increased conversions and put membership renewals at an all-time high. Leaders took part in a modular learning programme and developed advanced coaching skills. Read our case study…
"This training has had a very positive impact on our visitor experience, our visitors have commented on how friendly, approachable and professional our staff and volunteers are."
Lyn Joplin, Visitor Services Manager, National Trust