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The Brown Sign Project - Customer Journey Mapping - Episode 5
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Customer Journey Mapping Episode 5 - Why do we exit through the gift shop? with Jonathan Ping and John Barford
We've had a bit of a break but are back with a new series and this time we're looking at customer journey mapping. What is it? Why is it useful? When should I be working on it? All the important stuff gets discussed as we follow our customers through their journey to having a great experience in an attraction.
From buying tickets online and joining the queue to signing up for your newsletter and leaving a review, we look at all stages of the customer journey and what they meant to the wider business.
In this episode we are joined by Jonathan Ping and John Barford as we discuss the overarching ideas of Customer Journey Mapping as we attempt to answer the question - How do I leave the attraction satisfied in the money I have spent?
Jonathan Ping
Jonathan Ping is a senior Commercial Operations professional with over 20 years experience in the Retail, Museums & Institutions and Attractions industries, and is currently in the role of Director Commercial & Visitor Experience at Courtauld Institute of Art.
You can find more about Jonathan here...
www.linkedin.com/in/jonathannyp/
John Barford
John’s business journey started with Harrods and progressed through the Royal Academy of Arts, where he quadrupled the retail business, and the Science Museum Group where he delivered an integrated commercial strategy across five museums and doubled the net contribution from hospitality in one year.
As founder of John Barford Consultancy, John has over 20 years’ experience in Business Strategy and Commercial Development across culture, heritage and charities. The company works in the belief that commercial propositions should act as drivers to visitation of cultural and heritage sites through the creation of great experiences for visitors and commercial partners that lead to repeat visitation and long-term relationships.
John has led projects to transform food concepts targeting different customer segments ranging from a tuck shop to fine dining in a railway carriage. Retail projects extend from a strategic retail review of The Queen’s palaces to the development of merchandising and buying plans for a shop on the Antarctic Peninsula.
You can find John here...
Email: john@johnbarford.com
Website: johnbarford.com
LinkedIn: linkedin.com/in/john-barford-954803
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With huge thanks to our sponsor for this series Stephen Spencer + Associates without whom this would not have been possible.
Absolute huge respect and thanks to our great editor over at Joe Shmo Productions who you can find over on Twitter at... https://twitter.com/joeshm0
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