local experiences and social enterprises
TRANSCRIPT
Professor Dr. Walter Jamieson
Tourism Action Group
Service Innovation Program
College of Innovation, Thammasat University 1
The 9th UNWTO/PATA Forum on TOURISM TRENDS AND OUTLOOK
Guilin October 2015
Local Experiences and Social Enterprises
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Visitor always have an experience (Good | Bad | Indifferent)
“Customer experience is bigger than the customer service and it is the full, end to end experience. It starts when you first hear
about Amazon from friends, and ends when you get the package in the mail and open it.”
Jeff Bazos Amazon
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Types of Tourism Experiences
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tangible
intangible emotion
meaning
pleasure
characters
setting
scenes
visual design
content
pages
flows
images
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Decision making dominated by emotional drivers over
rational features and benefits
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Connection
Excitement Warmth
A recent survey of 800 North American travelers.
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Need to Change Mindsets on How to Respond to the “New Visitor”
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The Experience Map Process
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Restaurants Cooking classes
Home stays
Tours Outfitting Slum tours
Handicrafts Farm tours
Local Social Enterprise Opportunities
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Developing a story
Capacity building
Embracing the supply chain
Innovation
Developing the Social Enterprise
