Introduction to a Journey
Tourism Business Portal: The Digital Customer Experience webinar by EU Growth is a series to help businesses with different marketing aspects and customer experiences. What we are focusing on is number 9 in the series which discusses the customer experience in an online environment.
In the webinar they bring up interesting points about how important it is to understand customer behaviour and how the customer journey mapping changes in every company. They mention how simple the starting canvas looks like, but as companies and brands add more values and factors into it, it shapes in to something completely different and unique. (Tourism Business Portal – webinar 9: The digital customer experience 2018.)
These topics are ongoing in our current studies as we are looking in to how to interact with the customers and understand their thoughts and behaviour and how we can influence it through different media and marketing.
Midway of a Journey
The key points in the webinar were very straightforward. One should value and invest in making a very detailed and fleshed out customer journey map, how to influence potential customers with media or trough marketing. And lastly how technologies can enhance the customer experience. Ill use this as my main points of discussion as they were the most central topics in the webinar, most of us are familiar with and how a customer journey map looks like. (Tourism Business Portal – webinar 9: The digital customer experience 2018.)
What they wanted to put emphasis on was how digitalisation has influenced digital marketing and customer experience, this was noted by Stephen Xuereb, CEO of Valetta Cruise port – COO GLOBAL PORTS who said that most of their customers interact with them through their Facebook page and website when trying to book a cruise or check for events that they host. Xuereb also notes that if you do not keep updating and refining our social media/websites you will not be gaining traction or influence potential customers.
Conclustion to a Journey
Form the webinar I learned that the digitalisation and interaction on websites and social media have a big impact on a customers experience. I also never thought about things such as purchase cycle and raising brand awareness are essential when it comes to digital marketing. This series of webinars are surely a big help to companies and influencers who want to expand their brands, not only tourism but anyone who is in the business industry looking to expand their businesses.
Sources
Tourism Business Portal – webinar 9: The digital customer experience .EU Growth. 21.2.2018. Accessed 22.3.2023 https://www.youtube.com/watch?v=VACTTLqH9fI.