Issue link: http://tourismwpg.uberflip.com/i/1019180
18 2019 Destination Marketing Plan and Partnership Opportunities Visitor Experience Trends » Many cities are closing their doors on storefront visitor bureaus and taking their message on the road by outfitting trucks or vans with iPads, map murals and music to draw visitors to this new generation of visitor centres » Smartphones are now the most-watched medium providing informational content » Visitors are looking for more in-depth knowledge, insights, and unique experiences that are available to them (i.e. ways to experience the essence of the destination) » Frontline staff require more training, not only on in-depth product knowledge (for the local area, the region and the province as a whole), but also on how to respond to a customer and to meet their expectations and demands » According to Google, 85 per cent of leisure travelers decide on activities only after having arrived at a destination Source: www.gov.ns.ca/econ/tourism/docs/Visitor_Information.pdf Visitor Experiences Effective visitor services are essential in optimizing sales and delivering a favourable visitor experience. Tourism Winnipeg enhances the experience of visitors to Winnipeg by assisting and advising them about the breadth of activities available, thereby encouraging them to do more and stay longer in the city. Target Audience Primary Leisure visitors, frontline staff of Winnipeg hotels and attractions Secondary Citywide convention delegates and event attendees, and international student recruiters Tactics Tourism Winnipeg has developed strategic visitor experience programs in collaboration with stakeholders to increase visitor satisfaction. A focused servicing approach with compelling messaging, an elevated presence at citywide conventions and events, customized client servicing, development of visitor- friendly guides and tools and proactive outreach to partners, assist in meeting Tourism Winnipeg's goals and objectives. Visitor Experience Activities Personal Travel Counselling Tourism Winnipeg provides exceptional travel counselling for traditional and online visitor inquiries through Twitter, Facebook, TripAdvisor, Tourism Winnipeg's website chat, and other travel-related social media channels. To generate optimal exposure and conversation, Winnipeg video segments are posted on YouTube, while images are shared on Instagram and CrowdRiff. Publication Distribution Tourism Winnipeg distributes visitor guides, Taste magazines, Winnipeg maps, and The Loop and Tour brochures to stakeholders on an ongoing basis to ensure visitors have optimal access to visitor information. Online Hotel Reservation System: Priceline Partner Network Tourism Winnipeg will continue to offer a complimentary online hotel reservation system through the Priceline widget on www. tourismwinnipeg.com in order for hotel partners to generate incremental business and increase brand awareness. Mobile Visitor Services Tourism Winnipeg will continue to provide visitor information booths for citywide conventions and special events to encourage visitors to see and do more while in Winnipeg. Tourism Winnipeg will continue to develop tools to elevate visitor services, and conduct visitor surveys as opportunities arise. Frontline Visitor Information Presentations Tourism Winnipeg will continue to deliver complimentary frontline training sessions on what to see and do in Winnipeg, to increase hotel and attraction guest satisfaction as well as for international student recruiters. This visitor information presentation is delivered on-site and provides information on attractions, events and activities of interest to visitors. Frontline Industry Familiarization Tours Tourism Winnipeg will continue to provide destination training for frontline staff through familiarization tours of various Winnipeg tourism stakeholders to increase their knowledge of Winnipeg's attractions and events. Firsthand knowledge through familiarization tours provides frontline staff with memorable experiences, so they can maximize guest satisfaction by speaking with authenticity and expertise. Tyler Walsh