Tourist industry expert, DRG Consulting and mystery shopping specialist, Customerwise Ltd are joining forces to help attractions in the South West deliver a world-class experience to their customers.
The new service will offer everything from in-depth objective feedback through mystery shopping, to staff coaching as well as hands-on help with operations and customer engagement.
“To make the best of everything the South West naturally has to offer holiday makers, we need to make sure that, as a region, we deliver a truly world class customer experience, ” comments DRG Consulting’s Dr David Gibson.
Gibson is the former Managing Director of the National Marine Aquarium in Plymouth with over 20 years of senior level experience in the tourism industry.
Paul Taylor, Managing Director of Customerwise Ltd, specialises in providing businesses with customer insights via bespoke mystery shopping programmes and surveys.
“One bad experience for one customer can cause so much damage, ” warns Taylor. “Customer service is taking over from traditional marketing in many ways – businesses can’t just tell customers how great they are: customers tell each other – the truth.”
With the region attracting 24m visitors a year, online customer reviews are influencing potential visitors' choices like never before.
According to Matt Eames, sales director at independent review site Feefo, around 83% of holiday shoppers are influenced by reviews with half claiming they wouldn’t book a hotel that had no reviews.
“Consumer expectations are continuing to rise, ” agrees Taylor. “It’s crucial to the future success of the region that we meet the challenge.”