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Be Customer Centric: From Reactiveness to Proactiveness
$100.00
Session Description
This session provides a comprehensive approach to quality management of customer service in the context of an attraction. It covers the following key modules listed below.
- Reactive: We currently decide on the product and set quality standards without focusing on specific customer needs.
- Segmentation and Standards: Identify distinct customer segments, map out their journey, and establish tailored quality standards.
- Physical Implementation: Translate this strategy into tangible actions: streamline operations and enhance service experiences within the park.
- Feedback: Incorporate regular surveys and daily feedback mechanisms as a continuous quality assessment.
Speakers
- Coen Bertens, Coen Bertens Consultancy, Owner
- Marc Donadios, Port Aventura Entertainment, S.A.U., Customer Experience Manager
Details
CEUs: N/A
Session Time: 60 minutes
Language: American English
Key Features: Recording of live presentation from IAAPA Expo Europe 2023
Prices
| Member Status | Price |
|---|---|
| Member* | $0 |
| Nonmember | $99 |
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