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MAXIMISING EVERYOPPORTUNITY
THE ART OF CUSTOMER ENGAGEMENTIN THE NEW ECONOMY
DOWNTOWN QT PRESENTS
Welcome
1. Introduction
2. Emergency Procedures
3. Venue Facilities
4. Today’s Format
Today’s Goals
1. Maximising performance for businesses
2. Develop & enhance QT’s reputation for shopping & dining
3. Establishing & championing best practice in all we do
4. Greater cohesion amongst our business community
5. Customer experience that delights - consistently
Positives
• Best-of-class businesses live here
• Our customers are captivated
• Wallets are already open
• Spending capacity is there
• Competition drives success
Challenges
• Too many businesses are ‘off radar’
• Consumer expectations are high
• Few are exploiting ‘long tail’ opportunities
• Some businesses not agile or responsive
• Commercial opportunities are being missed
What We Found
• Similarity of offer disappoints customers
• Inconsistency of service is frustrating
• WOW experiences are few & far between
• Online advocacy could be improved
• Queenstown isn’t maximising potential
How Can We Transform?
1. Understanding & harnessing opportunity
2. Gaining visibility and priority
3. Engage & retain purposeful consumers
4. Delivering customer experience that excels
The New Rules Of Customer Experience
Key Dynamics for Queenstown
Businesses
CommercialOpportunities
EnablementStrategies
ActionPlanning
Session Summary
Session Schedule
Customer Experience
Online Visibility & Resources
Service Beyond
Expectation
Genuine Warmth &
Appreciation
Stores that Attract & Inspire
Product Customers
Actually Want
Value Proposition Amongst
Offer
PurposefulConsumers
New Influencers
HighExpectations
DifferentiationDrives Success
Purposeful ConsumersSeparating clearly from the competition
• Decisive. Know what they want
• Strategists. Come well prepared
• Budgeters. Often plan their spend
• Empowered. Make their own decisions
Purposeful ConsumersHow do you separate clearly from the competition?
• Prioritsers. Become an aspirational destination
• Planners. Help them be informed & ready
• Budgeters. Value propositions start conversations
• Empowered. Think solutions – not products or services
New InfluencersDigital channels are your real advocates
• Web Profile. Visibility drives priority
• Social Media. Connects on new levels
• Review Sites. Performance drives traffic
• Dynamic Marketing. ‘Last mile’ connection
New InfluencersDigital channels are your real advocates
• Web Profile. Vital to ‘own your space’ online
• Social Media. Celebrate your personality
• Review Sites. Actively encourage advocacy
• Dynamic Marketing. Reach & engage
High ExpectationsMirroring Queenstown’s bigger promise
• Engagement. Authenticity & depth of connection
• Fresh Experience. True southern hospitality
• Enthusiasm. Encouraging your people to shine
• Relationship. Develop enduring engagement
High ExpectationsMirroring Queenstown’s bigger promise
• Engagement. A genuine welcome & appreciation
• Fresh Experience. Immersive & emotive
• Enthusiasm. Develop your own Utopia
• Relationship. Encouraging ‘long tail’ relations
Differentiation Drives SuccessSeparating clearly from the competition
• Authenticity. Provenance & personality
• Playfulness. New rules = less rules
• Essence. Embrace the Queenstown way
• Being Spectacular. Set your business apart
Differentiation Drives SuccessSeparating clearly from the competition
• Authenticity. Personality & USP
• Playfulness. Empowering your team
• Essence. Developing & celebrating a culture
• Being Spectacular. Always delighting & delivering
PurposefulConsumers
New Influencers
HighExpectations
DifferentiationDrives Success
Creating Aspiration?
Informing Customers?
Value Propositions?
Delivering Solutions?
Authenticity?
Empowered Team?
Celebrating Culture?
Being Spectacular
Welcome Culture?
Customer Charter?
Great Environment?
Continued Relations?
Owning Online?
Social Media Profile?
Positive Advocacy?
Last-mile Connections?
SummaryFour key priorities for transformation
• On Radar. Digital priority is vital
• Positive Profile. Online commentary is powerful
• Customer Experience. Enthuse & delight our guests
• Unique Proposition. Develop & celebrate yours