Enhancing Visitor Experience Through Digital Touchpoints

November 13, 2023

The journey of a user to any visitor attraction starts long before they arrive at your ticket office. It starts the moment they first interact with any part of your online presence. For attractions seeking to create lasting impressions, give some thought to your digital touchpoints.

Digital touchpoints are interactions a customer or user has with a brand, product, or service through digital means. These touchpoints can influence their perception of you and decisions regarding your brand and what you offer, so lets look at some of these areas.

Interactive Planning Tools

Imagine a potential visitor sitting at their desk or on their sofa, planning their fun day out. Your website can be more than just a brochure, it can be their planning partner.

With interactive maps that allow them to visualise their visit, itinerary planners that help them maximise their time (such as our upcoming integrated itinerary planner for LOOP), and a preview of upcoming events, visitors can tailor their experience from the comfort of their home and get a better idea of what they're going to do. Don't just focus on your own website either, remember to have great photos of what you offer uploaded to your Google Business Profile. Very easy to forget!

Plus, these tools anf features aren’t just for convenience for the user, they can create a sense of anticipation and excitement, building a connection before their actual visit.

Personalised Communication

Once a visitor has planned their visit, how do you keep the excitement alive? Personalised communication is the answer.

Automated emails or messages that count down to their visit, provide weather updates, suggest the best parking options, or even offer a checklist of things not to miss at your venue all serve to enhance the visitor’s experience.

You could even use it as an opportunity to gently remind them of upselling opportunities they didn’t take up in their initial booking.

This kind of personal touch shows visitors that their experience is important to you.

Real-Time Engagement

The day of the visit is crucial. Real-time updates delivered through a mobile-friendly website or app can inform visitors of show times, feedings at the zoo, or the wait times for rides at a theme park.

This information allows visitors to make spontaneous decisions and feel in control of their day. It can also alleviate the common frustrations of missed opportunities or wasted time spent in queues, which is always good!

Post-Visit Connection

The visitor experience doesn’t have to end when they leave, post-visit engagement can convert a one-time visitor into a loyal fan. Follow-up surveys, photo galleries of their visit, and personalised offers for future visits extend the experience beyond the physical visit.

This not only improves customer satisfaction but also provides valuable feedback for continual improvement of the visitor experience.

Implementing digital touchpoints throughout the visitor journey is more than just a bonus way to interact with your customer.

By engaging with visitors at every stage through your online presence, you can create an experience that starts with the first click and extends beyond their exit. Attractions that leverage this will not only enhance the visitor experience, but can also set themselves apart in a competitive market.


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