Creating a connected visitor experience in destination

The visitor journey while in destination is messy.

It is nonlinear and dynamic.

While you can never have 100% visibility on the path your visitor takes, you can help them have the best experience while they're in your care.

Travelers consume such a variety of products and experiences across different industries when they're in your place.

The integrated experience is therefore shaped by multiple different experiences.

And within each experience, a different version of that experience exists in the minds of each guest.

The experience you have only exists for you and it will be seen and experienced totally different for each visitor.

This is why it's so important to utilise customer journey mapping.

This also applies at a destination level.

If a destination is serious about visitors having a good time, it should regularly map customer journeys to ensure reality is aligned to expectations (or reputations!).

The experience is the battleground for competitive advantage; where visitors, word of mouth and return visitation will be won or lost.

It's worth investing in.