~ Former CTO SG Vincent Vanderpool-Wallace to lead panel entitled, It’s the Experience, Stupid! ~
BRIDGETOWN, Barbados (5 Sept, 2013) - It’s the Experience, Stupid! That’s the topic of a special general session on customer satisfaction at the upcoming State of the Industry Conference (#SOTIC2013) in Martinique.
The former secretary general of the Caribbean Tourism Organization (CTO), Vincent Vanderpool-Wallace, will lead a panel which will discuss the delivery of total customer satisfaction as a means of ensuring that visitors to the Caribbean get their money’s worth.
In his presentation, Mr. Vanderpool-Wallace will focus on harnessing visitor satisfaction through service delivery. He will illustrate how to anticipate, manage and exceed visitors expectations at every level of the tourism industry, using those principles to shape memorable experiences for visitors, therefore, influencing them to spread positive messages about the Caribbean.
“It is so much easier today and getting easier every day to share one’s impression of a destination, hotel or other travel experiences via social media. These ubiquitous digital impressions are so powerful that they have been described as permanently archived word of mouth,” said Mr. Vanderpool-Wallace, a former tourism minister of the Bahamas. “Instead of focussing only on ‘managing social media,’ people who understand the power of those impressions begin to focus far more on delivering a better experience for their customers and on addressing and correcting any negative experiences before the customer departs. Those who do not adapt to this posture suffer the consequences far more than ever before. Some say that at a destination level this is difficult to address. It may be difficult, but it is not impossible.”
The panel will also include Maureen Allen of Sectus Technologies and Commissioner of Tourism Karine Roy-Camille of Martinique.
The conference has its theme, “Perfecting the Experience. Delivering Authenticity”, reflecting the seriousness with which the CTO views total customer satisfaction, said Hugh Riley, the organization’s secretary general. To this end, the CTO has launched a Total Visitor Satisfaction (TVSTM) programme to measure and rate the quality of the experience that member countries offer to visitors.
“It is the quality of the experience that will determine if our guests develop such an emotional attachment that they become influencers and repeat visitors. The whole Caribbean will enhance its competitive advantage by providing unique and memorable experiences to our visitors. By introducing a programme that enhances and measures the entire visitor experience, from hotels to food to infrastructure, we can improve the product, share best practices, lift service standards, attract more tourists, and continue to thrive for years to come,” Mr. Riley said.
The State of the Industry Conference (#SOTIC2013) will be held in Martinique from 15-18 October, and is being organized by the CTO in collaboration with the Martinique Tourism Bureau. For more information on SOTIC, including how you can be part of this historic event, visit www.Oncecaribbean.org.
Martinique
Martinique is magical, a rich and vibrant tapestry of French chic and authentic Creole spice woven across an absolutely fascinating tropical setting nestled in the heart of the Lesser Antilles. An overseas region of France, Martinique stirs wanderlust and passions with the Caribbean's most delectable culinary delights, awe-inspiring natural beauty, a rich cultural history, warm smiles and so much more. Its various nicknames -- The Caribbean island with French flair, The Isle of Flowers, The Rum Capital of the World -- hint at the uniquely special experiences that await visitors here, as do such celebrated awards as “Top Caribbean Island for Delectable Dining” (Caribbean Travel + Life: 2009), “Best Caribbean Destination” (About.com: 2010), and induction of The bay of Fort-de-France in The Most Beautiful Bays of the World (2011). Napoleon’s bride, Empress Josephine, was born and raised here. Majestic Mt. Pelée and The Pompeii of the Caribbean, St. Pierre, is found here. The finest French products and the wonders of Caribbean authenticity are readily available here. A special place, to be sure, with so much to offer – Martinique c’est magnifique! For photographs visit:
http://www.martinique.org/photos_gallery/index.php
About the Caribbean Tourism Organization
The Caribbean Tourism Organization (CTO), with headquarters in Barbados and offices in New York and London, is the Caribbean’s tourism development agency comprising membership of over 30 countries and territories including Dutch, English, French and Spanish, as well as a myriad of private sector allied members. The CTO’s vision is to position the Caribbean as the most desirable, year round, warm weather destination by 2017, and its purpose is Leading Sustainable Tourism - One Sea, One Voice, One Caribbean.
Among the benefits to its members the organization provides specialized support and technical assistance in sustainable tourism development, marketing, communications, advocacy, human resource development, research and information technology.
In addition the CTO, in partnership with the Caribbean Hotel & Tourism Association, jointly and equally owns the Caribbean Tourism Development Company, a marketing and business development entity dedicated to promoting the Caribbean brand worldwide.
The CTO’s Headquarters is located at Baobab Tower, Warrens, St. Michael, Barbados BB 22026; Tel: (246) 427-5242; Fax: (246) 429-3065; E-mail: CTObarbados@caribtourism.com.
The CTO’s New York office is located at 80 Broad St., Suite 3302, New York, NY 10004, USA: Tel: (212) 635-9530; Fax: (212) 635-9511; E-mail: CTOny@caribtourism.com;
The CTO’s London office is located at The Quadrant, Richmond, Surrey TW9 1BP, England. Tel: 011 44 208 948 0057; Fax: 011 44 208 948 0067; E-mail: CTOlondon@caribtourism.com;
For more information on the Caribbean Tourism Organization please visit www.OneCaribbean.org.
Get the latest CTO updates on Twitter at http://www.twitter.com/ctotourism .
Connect with CTO on Facebook at http://www.facebook.com/CaribbeanTourismOrganization.
*************************
DISCLAIMER
This article was posted in its entirety as received by SKNVibes.com. This media house does not correct any spelling or grammatical error within press releases and commentaries. The views expressed therein are not necessarily those of SKNVibes.com, its sponsors or advertisers
Barbados News