How to generate more meaningful (and profitable!) relationships with your guests.
Congratulations! You've made it through another season of owning and operating your campground.
And this year, as we allllllll know, was unlike any before. Some rest and relaxation is very much deserved.
Once you're nice and rested, you will likely restart your annual process of preparing to welcome next season's campers! This means recruiting new team members, tackling those much-needed renovations, adding new amenities... the list of off-season projects and tasks can be both exciting and overwhelming. So forgive us as we recommend adding one more item to your to-do list... mapping your guests' journey.
The Guest Journey is part of the Immersive Hospitality experience and represents the various opportunities we have to surprise and delight our guests
At Team Outsider, we are in the constant pursuit of opportunities to surprise and delight our guests. To achieve this, we separate our guests' journey into eight key points of interaction. We regularly analyze the ways in which we can use these points of interaction to create a more meaningful (and profitable!) relationship between our guests, our campground, and our team. Below are the eight points of interaction:
1. Discovery
When a guest first considers staying with us.
2. Reservation
The point when a guest makes their reservation - by phone, email, website, or in person.
3. Pre-Arrival
Once a guest has made their reservation, but before they have arrived on-site.
4. Arrival
A guest's first face-to-face interaction with our team.
5. Stay
A guest's on-site experience.
6. Departure
A guest's final face-to-face interaction with our team... until they stay with us again.
7. Immediate Follow Up
The point when a guest's experience is still fresh-in-mind.
8. Relationship Maintenance
Ongoing communication with guests to strengthen our relationship with them and to encourage their return.
Are you in the constant pursuit of opportunities to surprise and delight your guests? Start by mapping your guests' journey and brainstorming the ways in which you can engage them at each of these touch points. You may be surprised by how many opportunities exist to make your guests say "WOW!".
Interested in selling your campground? Let's connect.
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