The traditional method of communicating to visitors through distinct “marketing” or “visitor services” channels has disappeared. Now, it is important to identify what our visitors needs are and then try to resolve them, regardless of their stage in the planning journey or location, recognizing that different people will want varying levels of information and assistance.
Kootenay Rockies | Dave Heath
The success of any tourism destination rests heavily on the quality of the visitor experience. Today’s visitor services are about ensuring information is available when and where visitors need it.
There are 129 community-owned Visitor Centres throughout British Columbia that make up the Visitor Services Network Program. In a typical year, the community Visitor Centres serve approximately 2.9 million visitors at their physical location and around their community. In 2020, despite the impacts of COVID-19 on tourism and visitor centre operations, the professional visitor services teams in communities across BC still served almost 1 million visitors in person, through email, over social media, and on the phone.
Customer service expectations are rapidly rising, and we need to keep pace with the convenience, speed, and channel availability expected by our visitors, and deliver it in an exemplary way.
Destination BC works with the entire tourism industry to expand the delivery of services. This includes creating more contemporary and innovative ways to connect with travellers online, and out and about in communities, providing the same level of exceptional service that people experience in visitor centres.
