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