The destination experience
This is the stage of the Visitor
i
First impressions
Journey where you have the most
Remember two things about first
influence. You also are the one with
impressions; they count and you never
get a second chance to make one. Do
the most responsibility for getting it
you know the first impression people
right. Customer expectations are have of your business? Is it positive or
high. They want to be thrilled,
negative? The answer may surprise you.
excited and relaxed. Yet they are
When visitors see an unkempt exterior,
anxious in case the reality
it’s easy for them to assume that inside
disappoints. Take a little time to find may be as uncared for. It is not unusual
out why your customers are visiting
for customers to arrive at their booked
London. You can then provide the
accommodation and, on seeing the state
of the building, choose not to stay there.
quality experience they are looking
for. Try to meet their expectations
within the first two hours of their
arrival. This will set the tone for the
entire stay.
Are we meeting visitor expectations?
Listen to visitors’ opinions about
where they have stayed in London.
Click to play/stop.
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