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The Brown Sign Project - Customer Journey Mapping - Episode 4
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Customer Journey Mapping Episode 4 - How important is the attraction content itself? with Rachel Mackay and Joe Lavery
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 Rachel Mackay and Joe Lavery as we discuss the overarching ideas of Customer Journey Mapping as we attempt to answer the question - How important is the content to the overall customer journey?
Rachel Mackay
Rachel Mackay manages Historic Royal Palaces at Kew, looking after four historic sites including Kew Palace. In 2020, she created The Recovery Room (therecoveryroomblog.com) to share research and resources as the museum sector recovers from the impact of the pandemic. She was recently named one of Blooloop’s top 50 museum influencers.
You can find Rachel on Twitter @RachMackay and at Aquariums Explained podcast and also co-founder of The International Zoo & Aquarium Review
You can also find Joe on LinkedIn https://www.linkedin.com/in/laveryj/
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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
We discuss a number of books in this episode which we found useful and pertinent to the discussion.
Available in all good books shops but trying not to point you to purchasing from a global supervillain unless absolutely neccesary so here goes...
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