• Victoria Tourism Industry Council (VTIC)
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Visitor servicing encompasses all aspects of the visitor journey, with the opportunity to provide information, inspiration and engage with visitors at multiple touchpoints along their journey, through a variety of different channels. The resources on this page are designed to assist any business involved in visitor servicing to understand where visitors engage with content and for what purpose.


Visitor Servicing Toolkit

The Visitor Servicing Toolkit is a guide on how to provide information and services to visitors by anticipating their needs and intercepting them with the right information at the right time, via the right channel. The draft Toolkit is now available.

The presentation from the 2019 Visitor Information Services Summit launching the Visitor Servicing Toolkit is available below.

VIS Summit Toolkit Presentation

Customer Mapping

Customer mapping allows you to capture the visitor’s full arc, from the moment of inspiration, through to booking, in-destination activities and their return home. The template below will help you map your visitors’ journeys and identify key insights to their behaviour, including the moments that matter the most.








These images were supplied by Komosion, experts in designing visitor experiences. If you would like to get in touch please visit our website at komosion.com