The best information and service providers in the visitor economy are adding inspiration, going mobile and making it possible for visitors to access services at multiple locations in their destination via multiple channels. The resources on this page will assist you to rethink the way you deliver visitor servicing, ensuring you are providing a stimulating experience that meets visitors’ needs and excites them with other opportunities.
Anticipating visitors’ needs with the right information, at the right time, via the right channel, will encourage people to stay longer, do more, return and promote our destinations via their networks.
Regular updates will be made to this page with new case studies and resources.
The Visitor Servicing Toolkit is a practical guide to how you provide information and services to visitors in the age of customer empowerment enabled by digital technology. It will help you anticipate your visitors needs, intercepting them with the right information via the right channels, at the right time.
The presentation launching the Toolkit at the 2019 Visitor Information Services Summit is available below.
While providing information and surveying visitors to confirm their needs have been met in destination is important, operators involved in visitor servicing should be equally concerned with building a long-term relationship with their visitors. Exploring the visitors’ journey is the first step to building this relationship.
Tourism Research Australia (TRA) provides statistics and research on international and domestic tourism within Australia, including the International Visitor Survey and Domestic Visitor Survey. TRA also provides research and analysis on the economic value of tourism to the economy, assisting government and industry to make informed planning, marketing and investment decisions.
Understanding your visitors through segmentation will help you target your market and provide them with the right information, at the right time, via the right channel.
Storytelling helps you create an emotional connection with your visitors, blending facts and activities with engaging, amazing and memorable moments. Storytelling can take place across all levels of the industry, with a good story driving consumers, media and tourism bodies to engage more extensively, driving increased visitation.
Volunteers are crucial contributors to Victoria’s tourism industry, bringing expertise, knowledge, passion and commitment to the organisations they work for. Engaging volunteers can help your organisation add value to the visitor experience.