13 Oct 2017

Putting Your Customers First – Top Tips for Tourism


October 24


10:00 am - 05:00 pm

Click to Register: https://www.eventbrite.co.uk/e/putting-your-customers-first-top-tips-for-tourism-tickets-38575411093

STEP Scotland

Website: https://www.eventbrite.co.uk/o/step-scotland-2065090145


Buchanan Arms Hotel & Spa, Drymen, G63 0BQ

Drymen, Scotland, GB, G63 0BQ

Putting Your Customers First – Top Tips for Tourism

Did you know that an existing customer is 60 – 70% more likely to re-spend,
while a new customer is only 5-20% likely to buy?

If you are a business owner or manager who wants to maximise the potential in your tourism business, you and your team need to join us for this fully-funded event.

What You’ll Learn:

  • How excellent customer service can improve your business

  • The truth about why customers don’t come back

  • How to implement customer service in your business


10.00 – 10.30: Registration and Networking

10:30 onwards: Hear from our speakers and learn in our workshops!

Lorna Kujawa, Senior Marketing and Customer Experience Professional

How To Get It Right/ The Do’s and Don’ts

Lorna is Assistant Retail Director for NS&I. She is responsible for their customer experience, digital offer, customer satisfaction, Voice of the Customer Programme and Customer Complaints. She started her career in tourism and since then has had over 20 years experience in customer roles in a number of industries. She is passionate about listening to customers and acting on what they say, to develop products and services that they want.

Customer Service in practice – A Business Example

Douglas Baillie, Broadband Project Manager, Stirling Council

A Broadband Update

Douglas’ job is to support Broadband roll-out and improve connectivity in the Stirling region. Stirling Council have been involved in delivering Broadband services in conjunction with the main UK Government scheme and the Scottish Government scheme, mainly provided by fibre via BT. Having previously worked for BT for 40 years, Douglas appreciates the value of the internet, especially Super-Fast Broadband. He is keen to engage with the more rural communities which need to be supported and still receive slow connections.

Customer Service – What’s your experience?

A roundtable discussion

Iain McNeill, Managing Director, Whereverly

Whereverly – An app for showcasing your tourism business and its stories

Iain is Managing Director and Co-Founder of Whereverly, a tourism technology company who work to make journeys more memorable. Iain has over 20 years experience in the sector with a focus on digital strategy and media acquisition.

Find out how to get involved and how to get your business featured on the Whereverly app!

Tea, Coffee breaks and Lunch are included.