Module 7

Party Journey Path – creating your own

  • Journey Path – Who What Where Why And How White Sheet
  • PowerPoint Audio/video
  • Journey path worksheet template
  • Journey path example

Guest satisfaction and value perception are key indicators of guest retention, loyalty and return visits.  Achieving a consistent guest experience, beyond service task to meet and exceed the requirement of today’s sophisticated family is critical for sustainability, long-term growth and profitability.  The family entertainment industry is in a perpetual operational state of conscious incompetence.  Owners and managers know what their market desires but can not deliver it consistently.  This delivery gap needs to be closed.   Service task (transactional) mastery is only the foundation.  Designing and managing the guest experience takes your business to the next level.  Connecting guest emotions to your brand brings you to full-on commitment.  

One of the tools you will need to achieve this level of business offering that allows you to define, measure and manage your business guest experience is a “guest journey map”.  A guest journey map (GJM) is like a service blueprint of the guest’s service journey from the moment they initiate an interaction with your business to the end.  It is a guest-centric view of the service and experience delivery, that’s designed from their perception.  A guest journey map defines and uncovers guest pain points, moments of truth, and other emotional connector aspects of the way you do business.

A service Journey map is written for each area or department of operation to track and describe guest encounters at each step of their visit, from start to finish.  It takes into account not only what happens to them, but also their responses as they live it.  It defines what’s needed to be done to simplify and improve each guest’s encounter.  It exposes frustration and inefficiencies as well as an opportunity for continual improvement of the overall experience.

Becoming an experience destination means building relationships on a personal level, adding emotional moments as well as facilitating engagement of those moments for greater meaning throughout each guest’s visit.