Best Practices in Social, Learn the Basics.

Working in the service industry is tough, even just looking at a service blueprint can be enough to make someone’s head spin. Navigating the digital world with today’s changing trends and themes can just be too much a lot of the time. Hopefully, some notes from my experience will help you survive and thrive in the digital world!

The very first thing that applies to any facet of business but especially your digital presence is a phrase that I was told when I was younger, Keep it simple, stupid. I would always go about making these huge elaborate plans when in reality the solution was far easier after all. My way I try to simplify things is simple, you should be able to communicate your point in two sentences or less. If it takes more than that to explain reevaluate your presentation first then if the problem still persists reevaluate your plan. When building a website efficiency is key, make sure they can find what they want when they want it no useless pages or,content, everything serves a purpose.

The next one relates to media and its use. Simply put with media, show don’t tell. Why would I tell you, You are going to have a good time when I could show you people similar to you enjoying themselves. Using pictures to communicate feelings is an invaluable skill. When it comes to photos never underestimate their importance, if you don’t Have a current stock of photos it’s worth it to get some professionally taken, your website is often people’s first impression of you it’s worth it to make it a good one

My third point is just don’t overdo it, your customer is there because they want to be, play it cool. Don’t try too hard to “fit in” the harder you try to seem “cool” the less cool you are.

Make it about the customer not yourself, lift them up, don’t try to make their content your own and design your content for their enjoyment.Create a sense of belonging even after their experience incentivise involvement. Have them share pictures, stories, anything, to show that your experience is about them. Lastly, don’t try to dazzle them, try to relate to them. If you show you’re here for them they’ll be there for you.

That builds on my last point. Just have fun with it, if everyone’s having fun people will want to come back. Make jokes, write stories whatever you and or your team is comfortable doing you can make work.

If you and/or your customers have a creative hobby, use your outreach to involve them, the contributor gets exposure and a sense of self-accomplishment while you get community aware content and outreach. If you do have in-house features on your outlets make sure you and your staff can cover each other’s responsibilities. In this communication is key, meetings and shared documents to make sure everyone can access information and expectations about projects are crucial.

Hopefully, with these in mind and a creative spirit, you too can go out into the digital world and thrive amongst the millions of others trying to make it in this emergent format.

5 Steps To Create Great Recreational Tourism Experiences

In this article, I will be discussing a few steps on how to ensure great experiences regarding recreational tourism in the state of Maine. These steps will be straightforward and easy to follow. However, many people miss these small details that truly make all the difference in the end to create lifetime customers.

1: Treat them like Family

When people travel all the way up to Maine they appreciate one great thing Maine has to offer, hospitality. People from Maine are friendly when a cashier asks “How are you today?” They mean it. They look into your eyes and smile with sincerity. This is not a common behavior everywhere.

If you are running a guide service, or whatever it may be, it is important to remember names, to ask them their concerns and to make sure they are comfortable. This is important to people. Remember they are on vacation, they want the most limited amount of stress possible while they are trying to have a great experience.

2: Be prepared

When people spend money on a fishing guide they are expecting to catch a fish. When people go hunting with a guide they expect to take home an animal, although, sometimes this isn’t so. Guides must be experienced. They should be prepared to work around the least ideal situations. It is important for them to schedule dates to go out accordingly to ideal conditions. It’s hard to predict these patterns and sometimes you will be forced to perform in the least ideal conditions. Going out on days by yourself and observing patterns is key. For example, a carter fisherman should go out on days they would normally not catch and attempt to do so. This will make them much more prepared for a day where the weather is not ideal because even on the least ideal days you want that customer to get the ideal experience they paid for. 

3: Look the Part

Whatever the activity is, it is important for professionals to look like pros. This means they must be using the best and most up to date gear. Backcountry ski guides should be using the most up to date skiing equipment and safety gear. Hunting guides should be wearing the proper equipment and if they have hunting dogs, they should look in shape and well-trained. If they are a fishing guide, having the proper tackle that gets the job done is important. This also goes for whitewater rafting guides with all their equipment. There are a couple of key reasons why this is very important. One is that it shows the professionals are prepared. The next reason is it shows the client that they have an idea of what they are doing. Regardless of what the business is, having the proper equipment makes a big difference and gives the client some piece of mind.

4: Capitalize on the great moments with Pictures and Video

Whether the customer has just hit their first great line on skis, shot their first big buck, or if they just caught a monster fish, it’s necessary to capitalize on these moments because it highlights what customers have been waiting for all along. Pictures and videos are a great way of doing this. For example, whitewater rafting professionals hire a photographer and a videographer on the river to capture moments of the customers experience going through the rapids. When the trip is over the customers can watch a video of themselves and hold those great experiences dear. They can even bring the video home to show friends and family. 

5: Have Fun

By showing the client that you enjoy the job you are doing makes the overall experience much more memorable. The definition of recreation is an activity done for enjoyment when one is not working. That being said, the activity at hand shouldn’t appear like work for the professional. Having fun with the clients shows them that you are truly living out your passion. Furthermore, when people are having fun all around you, this, in turn, should give the client the ability to have fun as well. This will ensure that great memories will be created. 

How To Create A Great Tourism Experience

The tourism industry is currently going through a major shift as businesses strive to create experiences, rather than simply providing quality services. The reason behind this is simple: tourists are looking to gain lasting memories from their travels, and experiences are just more likely to satisfy this need. Interested in learning how to create great tourism experiences? Here are five characteristics that your business should be emulating:


  1. Globally Unique: Great tourism experiences are globally unique. When designing your tourism experience, consider what makes your geographic location special, and incorporate that into the experience. For example, tourism experiences on the coast should embrace their unique location by incorporating the ocean and coastal culture into the theme or activity.
  2. Personalizable: Creating an experience that meets each individual customer’s wants, needs, and/or desires is a great way to show that your company is willing to go the extra mile to ensure a great experience for each individual. For example, a guiding company can personalize their experience by offering outings that serve people of different experience levels and by allowing customers to choose between different trip lengths, group sizes, and activities.
  3. Interactive: Great tourism experiences get the customer involved and actively learning. When creating your experience, think about fun and engaging ways that the customer can get involved. This is particularly helpful advice for turning products into experiences – you can build an experience by getting your customer actively involved in the process of creating a new product.
  4. Involves All Five Senses: Get the customer immersed in the experience by involving all five senses. This makes the experience more engaging for the customer and can help make the experience feel even more authentic. For example, although a spa’s main service deals with touch, a spa can involve the other four services by designing a visually calming environment, playing relaxing music, employing aromatherapy, and offering water and nutritious health foods after treatments.
  5. Memorable: Most importantly, the experience should be memorable. Customers should leave the experience with memories that will last a lifetime. For the most part, businesses can make their experiences memorable by focusing on what makes them unique and exciting, and by striving to meet and exceed the customer’s expectation. Businesses can also help customers literally take home memories by allowing customers to purchase souvenirs and photographs from their experience.

Management Success: 5 Ways to Create the Best Customer Experience

As a service provider, your main focus is to provide the best overall experience to your guests. However, the backbone of what goes into a great customer experience is commonly overlooked by many. A quick Google search will return more information than you’ll know what to do with. Thankfully, this is NOT that type of article. The following tips and concepts below will guide you in creating and managing a successful experience plan.

#1 Conduct a SWOT analysis

The first key step in generating a guest experience is understanding yourself and organization. Identifying the strengths and opportunities can help generate ideas for unique offerings and align with your vision. This focuses the attention on the resources and things that you are good at. In addition, this model also identifies threats and weaknesses. External sources can also have a harmful impact. You should always be setting goals in areas that need improvement. In return, this can make you more aware of the surroundings and improve the guest experience.

#2 Segment Visitors

Understanding your guests will help you deliver the highest quality experience. Segmenting visitors based on several characteristics will make their encounter much more enjoyable and personalized. This involves differentiating by service offerings and tiering. You can group buyers by:

  1. Demographics: This typically involves age, race, religion, gender, family size, ethnicity, income, and education.You can pull census data to determine who, where, and how you want to market your product.
  2. Psychographics: Involves personality traits, values, attitudes, interests, and lifestyles. This occurs when you break your market down along these interests and attitudes so you can market the appropriate product to each segment of the market.
  3. Behavior: What are the observable behaviors of the customer (ie-spending, consumption, usage, desired benefits, etc)? Identify how loyal the customers are and tier products and services based upon this.
  4. Need-based: What does the customer truly want in a service? Are they more quality sensitive or price sensitive? How well does a product or service enable the guest to successfully execute any job? Customer needs-based segmentation is valuable because it reveals underserved and over-served market segments that exist in a market and the size of each of those segments.

Segmentation will allow you to better develop and market your products because there will be a more precise match between the product and each segment’s needs and wants.

#3 Plan for Success

Hiring qualified employees for the distribution and delivery of your product is very important. Being in the service industry, guests will encounter the service staff almost immediately, creating personalized relationships with them.

You should create better pay and benefits to attract quality staff. Be on the lookout for outstanding service performers as they bring in natural qualities that cannot be taught. Keep the job scope broadened to encourage the application of new skills. Also, ensure that relevant training and empowerment practices are implemented to allow for frontline staff to feel valued.

All of these cues will make employees happier in their work and provide higher quality service, thus creating a greater customer loyalty base and experience.

#4 Remember to Use and Craft the Service Environment

Crafting the service environment can help exemplify the experience for the guest. This includes the style, appearance of physical surroundings and other elements experienced by customers at “delivery” sites. The service environment can shape the customer’s experience, behavior, feelings, and reactions. The ambiance and spatial design can all increase the desire for certain goods, services, and experiences. It can also help to assess questions related to quality and brand as services are often intangible. Having a strong understanding of your guest’s emotions and characteristics will be key in aligning the proper environment.

#5 Identify Fail Points Through Blueprinting

Using a blueprint to plan out the experience for your guest will identify the on and off stage processes. In addition, this model can also exploit fail points in your service. A fail point is any point within the encounter that has the potential to affect customer satisfaction or quality. Risk is always involved in the service industry, as it is in any activity undertaken in life. However, proper management techniques can help reduce the effects that risk will have on a guest. Using total quality management methods will prevent errors in the delivering process. “Poka-yokes”, or fail-safe methods ensure that certain steps and standards are being followed.

This process allows the provider to understand the service/experience and improves areas that are weak and undefined.


So that’s it! We hope you take these tips into consideration and apply them in your organization to create a great customer experience!

Steps to Creating a Memorable Customer experience.

Your customer’s happiness is your happiness. Giving your customer a memorable experience is your company’s key to success. How are ways to do this? One may ask…

Well, There are a few key factors your company needs to take into consideration before you will reach your final goal. These factors are known as the ‘ best practices’ a company can follow in order to succeed when delivering the service experience.

The first question to ask yourself, who even are your customers? Customer segmentation will help you understand your customers in and out. The best way to create a memorable experience is to make your customers feel moved emotionally. If you can categorize your customer segments based on their demographics, geographic’s, psychographics, and behavioral habits, you will understand how to attract your customer base effectively using your businesses best practices. When you have completed all the details of your customer segments, you can then create a customer persona. This will be a semi-fictional character of who your ideal customer will be, what they might want, how they might feel, what they might want to achieve, and if they will be satisfied with their service and more. This will allow you to know your customer and how to make them happy.

Once you know your customer, be personable! Make it about them. Deliver an experience that will make your customer feel special, let them feel as though they play an important role in the delivery of the service process. Start by establishing a smooth flow. Create a detailed and personal itinerary to let your customer become more familiar with the service layout. This will help your customers feel more comfortable and relaxed making their experience more enjoyable. Then, make sure all your staff is trained on what your company’s mission is and what kind of experience you are all delivering. This is crucial because every interaction your customer has during the service experience will make or break how they feel and what they are thinking and if they will come back for more or better yet recommend their experience to someone else.

Know what experiences make sense to your customers. Create a theme that is unique to differentiate you from your competition. The more you stand out, the more attractive your service will be. You will want to know what your core products and services will be, and who will be front stage and backstage during the service delivery process. Staying organized and on top of the details will help you run like a well-oiled machine. Know what’s in the area around you. Provide opportunities that will allow your customer to grow and become educated on the history of the area. Let your customers know where the locals go, make them feel apart of the community. This will give them more opportunities to create more memorable experiences with not just the service you provide, but with each other and the people they will meet.

Develop ways to create memorabilia, give your customers incentives and souvenirs that they can carry with them forever! Providing these kinds of things for your customers will keep their memories fresh, it will be a reminder of how your service made them feel. Stay connected with your customers through the latest marketing trends and social media platforms. Create an online world where you can give your business a little bit of character. Connecting with customers online is a great and easy way to be personal and making them feel important to you. This will build customer loyalty and service branding, all building up and adding to your customer’s memorable experience.

Evaluate the experience you are delivering and listen to your customer feedback. This is the easiest way to hear your customers out and know your service strengths and weaknesses. They are literally giving you sliced cake on a plate! Listen to your customers because they are the most valuable part of your service experience. They will let you know where your service might be slacking, or where your service is absolutely amazing. Letting your customers have a voice shows them that their opinion matters to you, everyone loves having an opinion and your customers will love sharing their opinions with you and everyone else so let them ]

Now you might be thinking “okay cool, I know everything I need to know, this should be easy”. Well, it’s not. Didn’t you hear that not everything in life comes easy ! This is one of them, it’s like trial and error or stepping up to the baseball mat to hit the ball. They give your three swings for a reason, not everyone gets the first hit and that’s okay. Things just take practice, and practice and more practice. Pay attention to all the details, every little thing counts and it’s the little things that count the most.


KSL/SkiCo Acquires Deer Valley

In a recent article, SAM Magazine reports that KSL Capital Partners and Aspen SkiCo will be acquiring Deer Valley Resort, a purchase that continues a recent pattern of “ski resort ownership consolidation” (SAM Magazine). The article goes on to say that, “In just the last six months, the yet-to-be-named joint venture has combined Intrawest, Mammoth Resorts, Squaw Valley/Alpine Meadows, and Aspen Ski Company” (SAM Magazine). And with the recent purchase of Deer Valley, the buying spree doesn’t seem to be slowing down.

Previously, Vail Resorts’ Epic Pass was an unrivaled pass option for skiers who wanted to visit and ski at a variety of amazing resorts. But with KSL/SkiCo’s recent acquisitions, the joint-venture is shaping up to be Vail’s biggest competitor in the super-pass market. Although KSL/SkiCo hasn’t released any mega-passes yet for this season, it is certainly a major possibility for next winter.

As with many of these recent purchases, there are some concerns that KSL/SkiCo’s acquisition will result in major changes for Deer Valley, which has been privately owned since the resort opened in 1981 (McCombs). Hopefully, most of these concerns are unwarranted. This is supported in a statement by David Perry, president and COO of the joint venture, saying, “We look forward to working with the staff and Park City community to carry on the traditions that make [Deer Valley] so special” (SAM Magazine).

See the full article below:


Also cited:

Great Experience, Greater Outcomes: 5 Simple Steps

Small businesses don’t have to be boring. Creating a great experience is an easy way to attract more customers and get your name out there. A great experience will create loyal customers and build word-of-mouth advertising. There are five simple steps to get your experience going and here’s how:

  • 1) Know your audience

Knowing who your customers are going to be is key. Once you know who you are going to be working with, you can then shape and personalize the experience to what they will enjoy and remember for a very long time.

  • 2) Location, Location, Location

Where are you located? What is your area known for? This could be a great way to get involved with your community and build your experience to fit your area. These special and unique attributes will make your business different from others, creating a once in a lifetime memorable experience. Especially for Maine, knowing the time of year your company will be the most visited is important. It is also important to be flexible and adaptable to each season. Using the resources that are locally available to you adds a special touch that can be used as a talking point and keeps cost down along with helping out your local community.

  • 3) Pick a theme

Whether you are in the tourism, hospitality, or recreational side of the industry picking a theme is very important. Create a story or use an existing story and establish a flow. Have a start, middle, and end to ensure your customers enjoy everything you have to offer. Know what would be exciting and engaging to your customers. Themes and stories are a great way to obtain a memorable experience and create good word-of-mouth. Form a group of people who can help you create ideas for your theme or story. Be open to criticism and listen to what your customers want.

  • 4) Plan the experience

Once you have a theme in mind, start planning the experience you want your customers to enjoy. This step takes careful planning and attention to detail. You want your customers to enjoy their experience throughout each step in your process. Focus on what your customers want to experience. Look at what you have to work with. Can you team up with other local industries to make yours even better while helping out fellow businesses? Including hands-on activities can add value, but don’t forget to leave time for the customer to enjoy what is going on around them and time to do their own thing.

  • 5) Deliver the experience

Showtime! Now it’s time to put everything you have been working on together for the customer to enjoy. Give the information right from the start so your customers know what to expect. Make sure you are available if anyone has questions or needs assistance. Stay flexible, it is important to stay on track with your experience, but anything can happen and you should be able to adapt to the situation and change things up. Gain feedback, see what you did well and what you could have done better. Making the customers feel important by contributing new ideas and feedback will make them want to come back again and again.