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Jean-‐Luc Boulin @jeanlucboulin
EDITOR Blog Etourisme.info MANAGER Tourism offices network Aquitaine Region
KEYNOTE
A WORLD OF SILENTS TRAVELLERS
IMPROVE CUSTOMER RELATIONSHIP DURING THE STAY
EXPLORE NEW JOBS IN DMO
HUMAN CAPITAL, THE KEY OF SUCCESS
A WORLD OF SILENTS TRAVELLERS
IMPROVE CUSTOMER RELATIONSHIP DURING THE STAY
EXPLORE NEW JOBS IN DMO
HUMAN CAPITAL, THE KEY OF SUCCESS
A world of silent travelers The silent traveler disappear from our radar screen
A world of silent travelers
Out of the radar
• What do we do with the nine others? • Where do they go? What do they do? How do they obtain informa=on?
One tourist out of ten comes to the tourist office
Some tourists advisor say : it’s OK like that, don’t change anything…
Photo Patrick Jourdheuille
Unemployed Tourist Advisors, 2017
Entrées sur le territoire
Lieux de visite
Sites d’activité / loisirs
Etapes jacquaires (Voie d’Arles et du Puy) Sortie n°9 ARTIX – A64
Concentration de population (+ 1500h) Gare SNCF Ter / TGV
Autoroute A64
Légende :
Cartographie des flux – Territoire Cœur de Béarn
Hospitality scheme Stage 1 : Flows
• Digital tools • High-‐level advice • A place to relax
Photo Téo La Photo
Stage 2 : How to Improve Hospitality inside the Tourist Offices
The customer doesn’t know the name of the DMO, but he knows where he booked!
Hospitality scheme Stage 3: Outside the Tourist Office
A WORLD OF SILENTS TRAVELLERS
IMPROVE CUSTOMER RELATIONSHIP DURING THE STAY
EXPLORE NEW JOBS IN DMO
HUMAN CAPITAL, THE KEY OF SUCCESS
Give Experience a Chance!
« I want to » : A Stay App which takes into account geolocalizadon, weather, transports, to propose special deals to consumers at the right moment
A DMO as a desdnadon concierge : not so easy!
Skii has analyzed 11 DMOs (out of a total of 450 on their Database) which use twiner as a Real-‐Time Concierge. Not so easy to answer in less than an hour!
A WORLD OF SILENTS TRAVELLERS
IMPROVE CUSTOMER RELATIONSHIP DURING THE STAY
EXPLORE NEW JOBS IN DMO
HUMAN CAPITAL, THE KEY OF SUCCESS
Tourist Advisor : the connector
Tourist advisor
Public Services
Staff Accomo-‐dadons
Popula=on Urban furnitures
Web Apps
A WORLD OF SILENTS TRAVELLERS
IMPROVE CUSTOMER RELATIONSHIP DURING THE STAY
EXPLORE NEW JOBS IN DMO
HUMAN CAPITAL, THE KEY OF SUCCESS
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