Optimize The Visitor Experience
Break Down Silos, Create Experiences
The old model of Advertise, Advertise, Advertise is broken. The best form of advertising is a satisfied visitor. It’s time to develop an EXPERIENCE STRATEGY of continuous improvement that ensures repeat visits and referrals. Because:
A Quality Visitor Experience = $ More Visitors $ More Spending $ More Return IntentionsWatch this Video to Learn More
The Pulse of Visitors
What do visitors really think? It starts with continuous standards-based surveys that quickly assess actual visitor experiences versus perceptions and desires. Providing insight into how well your destination is doing.
Based on our visitor-centric proprietary standards, TEI's Experience Report and Visitor Report highlight your destination’s strengths and weaknesses, and provides the data you to need to influence and impact areas of need.
When stakeholders have a seat at the table with the right data in hand, it is easier to identify, prioritize and find common ground around dedicating resources towards initiatives that matter to visitors.
The Destinations International Foundation Adds The EXPERIENCE Institute as a Partner
Download the Case Study
Read the Vision for Continuous Improvement
Experience Dedicated® Destination
You’ve done the self-assessment, strategic planning, and updated your branding efforts. Now it’s time to take action on things that matter to visitors. And, create a pathway to repeat visits and referrals. What’s next? It’s EDD.
Our Experience Dedicated® Destination (EDD – We are Ed) program is gaining traction among destination organizations looking to engage and activate their stakeholder communities. Columbus has parlayed EDD into award-winning visitor experience ratings; check out the video they produced for their fourth year EDD celebration attended by over 200 stakeholders. Silos have disappeared and they’re coming on strong.
Understand Your Visitor Segments
Most snapshot research tells you what you want to know rather than what you need to know. And while “capturing visitor information” is a good start, very few destinations have data relative to the Total Visitor Experience.
To fill this void, TEI devoted 2,000 hours of primary research to define consumer-driven standards and Key Performance Indicators (KPIs) upon which destinations can measure their progress. Whether it’s once a week or once a year, you can know with confidence: "Are we moving the needle?"
Meaningful metrics are being used by destination stakeholders to prioritize resources and take action on 'things that matter' to visitors. Exactly where the focus should be!
Anyone can collect data. But very few act upon the information. TEI has developed a survey approach wherein visitor experiences and opinions are measured against standards, giving destinations and stakeholders alike a means to build consensus and take action.
Regardless of trip purpose, every attendee, business traveler or leisure traveler to your destination is a visitor. With standards-based questions you can understand the factors that turn “have to” visitors into “want to” visitors.
Repeat & Compare
Often, research is used to justify spending rather than improve understanding of visitors’ wants and needs. Imagine the capability of receiving actionable data, with the ability to compare to other destinations or visitor segments.
Decision to Attend Study: Maximizing Attendance
Attendee Experience Report
Deliver Better Experiences
Product Infrastructure & People Infrastructure
Many destinations are single-focused on their 'Product Infrastructure', because it will entice visitors to come. But, what's often missing is a simultaneous focus on the 'People Infrastructure' ; the numerous encounters that will 'make or break' your destination's image and word-of-mouth.
That's why TEI's sister companies are dedicated to helping destinations build a knowledgeable, engaged frontline that delivers upon the brand promise. With a proven track record in aligning community stakeholders and the front-line to reinforce the destination's brand, powerful community pride and brand immersion is achieved. Residents learn that visitors are not the enemy — they fuel quality-of-life that would most likely not be present without them. Once you've gained strong community alignment, you can achieve anything.
It's easy to hold meetings and focus groups with businesses and residents to shape your destination Brand. But is your community TRULY on board?
Million$ have been wasted designing a brand strategy that, once launched, is not supported by the community. The destinations first goal should be shifting the community culture to realize the value of working together to strengthen tourism. From there, true alignment occurs.
Investing in Your People
If people are the face of a business, why is their training often the first to be cut in tough times? It's the same for destinations.
Investing in your People Infrastructure is one of the most important things a destination can do in today's consumer society. The consumer is King and they know it. Without a knowledgeable, engaged citizenry and front-line, you'll lose your ability to compete with other destinations.
High Visitor Satisfaction
It's futile to strive to achieve high social media and survey ratings, without focusing on the people that are engaging your visitors.
Every one-on-one encounter can impact the image visitors have of your destination. From business travelers, to leisure travelers, to attendees your visitors want and EXPECT quality experiences, everywhere, every time. Are you delivering?