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Touchpoints para mejorar la experiencia del viajero
Touchpoints para mejorar la experiencia del viajero
Touchpoints para mejorar la experiencia del viajero
Touchpoints para mejorar la experiencia del viajero
Touchpoints para mejorar la experiencia del viajero
Touchpoints para mejorar la experiencia del viajero
Touchpoints para mejorar la experiencia del viajero
Touchpoints para mejorar la experiencia del viajero
Touchpoints para mejorar la experiencia del viajero
Touchpoints para mejorar la experiencia del viajero
Touchpoints para mejorar la experiencia del viajero
Touchpoints para mejorar la experiencia del viajero
Touchpoints para mejorar la experiencia del viajero
Touchpoints para mejorar la experiencia del viajero
Touchpoints para mejorar la experiencia del viajero
Touchpoints para mejorar la experiencia del viajero
Touchpoints para mejorar la experiencia del viajero
Touchpoints para mejorar la experiencia del viajero
Touchpoints para mejorar la experiencia del viajero
Touchpoints para mejorar la experiencia del viajero
Touchpoints para mejorar la experiencia del viajero
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Touchpoints para mejorar la experiencia del viajero

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Ponencia de D. Max Rossberg, director de Die Medienwerkstatt (Austria), especialista en turismo sostenible en áreas protegidas, sobre "Touchpoints para mejorar la experiencia del viajero" en el 5.º …

Ponencia de D. Max Rossberg, director de Die Medienwerkstatt (Austria), especialista en turismo sostenible en áreas protegidas, sobre "Touchpoints para mejorar la experiencia del viajero" en el 5.º Congreso Internacional de Turismo Rural de Navarra :: http://www.congresoturismorural.es

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  • Audience: blowing up 100 ballons
    99 ballons smashed! 1 with the panparks logo remains intact in my hand
  • Transcript

    • 1. Touch Points to improve the Tourism Experience Max A.E. Rossberg, Deputy Chairman
    • 2. Archipelago NP © ANP Archives Expectations versus Reality ECOtourist expect something different than a mass tourist. But what does he/she expect? How do we know if we met their expectation? The leading wilderness protection organisation in Europe. The leading wilderness protection organisation in Europe.
    • 3. Archipelago NP © ANP Archives Customer satisfaction Customer satisfaction = what customer expects to get – what customer perceives he/she got.
    • 4. Archipelago NP © ANP Archives Customer sacrifice Customer sacrifice = what customer wants precisely– what customer settles for
    • 5. Customer Service Gaps Archipelago NP © ANP Archives
    • 6. Touchpoints
    • 7. Archipelago NP © ANP Archives Measuring customer satisfaction Touch point: moment of interaction between guest & service/product Evidence: proof of interaction between guest and service Guest Journey: chronological sequence of touch points
    • 8. Examples of Touchpoints Archipelago NP © ANP Archives
    • 9. Archipelago NP © ANP Archives Collecting Information Traditional Techniques included: •Questionnaire •Interview •Customer feedback at reception
    • 10. Archipelago NP © ANP Archives Collecting Information New Techniques included: •Mobile •Real time during experience •Multimedia •Honest without bias •Tourist is direct source
    • 11. mySERVICEFELLOW Archipelago NP © ANP Archives
    • 12. Archipelago NP © ANP Archives Datacapturing Guest captures experience with an APP (iPhone or Android) in real time with smilies, info, voice and Photo •Mobile •Real time during experience •Multimedia •Honest without bias •Tourist is direct source
    • 13. Datacapturing Archipelago NP © ANP Archives
    • 14. Archipelago NP © ANP Archives Analysis • Follow Guest journeys geographically on a map • Identify cluster of positive or negative experiences • Follow an individual experience • Identify critical touchpoints • Analyse and derive potential for touchpoint improvement
    • 15. Analysis Archipelago NP © ANP Archives
    • 16. Analysis Archipelago NP © ANP Archives
    • 17. Archipelago NP © ANP Archives Example Rhön: 22 touchpoints in 3 hours
    • 18. An individuals experience Archipelago NP © ANP Archives
    • 19. Archipelago NP © ANP Archives Negative touchpoints We thought the Guide was in English? The sheep dogs are kept in wire kennels!
    • 20. Archipelago NP © ANP Archives
    • 21. The European Wilderness Society works to identify, designates, manages and promotes Europe’s wilderness, the continent’s most undisturbed areas of nature www.wilderness-society.org

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