Touchpoints
and the
guest experience
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Prioritizing intentional, personal guest touchpoints throughout the entire guest journey, from discovery to post-purchase, builds the foundation for predictable revenue, long-term profit, and brand advocacy.
Key Takeaways
Foundational: Intentional and efficient guest experiences drive sustainable financial success.
Touchpoints: Every interaction (direct or indirect) matters, regardless of when it occurs in the journey.
The Result: The ” Guest Experience” is the cumulative emotional and perceptual impact of these combined moments.
Making the guest experience integral to your operations
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Core Benefits
Business: Higher attendance and revenue.
Internal: Improved efficiency, increased employee morale and pride.
Reputational: Enhanced public recognition and advocacy.
Mission- Driven: Stronger loyalty
Guest
Journey
Mapping
Guest Journey Mappig Is a visual and strategic exercise that moves the guest experience from accidental service to a designed emotional experience. Key elements include:
- Touchpoints: every point of contact with facilities and employees.
- Guest Actions: what the guest is physically doing.
- Emotions: excitement, boredom, overwhelm or satisfaction.
- Friction Points: elements that cause frustration.
- Moments of Delight: small, high-impact emotional moments.
- Opportunities: solutions to improve the experience.
Cumulative Effect of Strategic Guest Journey Mapping
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