In a pilot 2-hour session, we will focus on The Customer Journey, shedding light on how customers make their decisions on where to go on holiday, the value of a staycation, why they might choose North Wales over other UK locations and offering tips on how businesses can create and drive engagement with potential and previous clients.

We will show you how to identify and target your ‘ideal’ client, the value of booking platforms, and also the benefits and challenges in running your own direct booking platform, looking at social media and how to use it best.

We will take you through the added value of networking (and share those networks) and collaborating with other similar businesses, how to build trust and add ‘Welshness’ to your offer through working with local producers and suppliers, whether it be for food, produce or other products such as toiletries or local visitor attractions.

We will give tips on managing the customer experience from the initial engagement, query, booking process, and during their stay adding value through local knowledge and client- focussed opportunities.

We’ll tackle the thorny question of managing complaints and how to bring your whole team (whether the team be husband and wife, seasonal/temporary workers and any suppliers/collaborators) on board to delight the client and make them decide to return and recommend to their family, friends & colleagues.

The presenters are – 

  • Adrian Barsby – Barsby Associates
  • Andrew Wallace Forfar – Visit Wales
  • Jim Jones – North Wales Tourism
  • Tansy Rogerson – Armadillo Events
  • Karlos O’Neill – Superfast Business Wales
  • Julie Masters – Clwydian Range Tourism Group
  • Jayne Jones – Cywain
  • Melanie Cash – Melanie Cash Training
  • Yvonne Jackson – Condor Hotels

To book follow the link below:

About Eirlys Jones

Eirlys is the Commercial Director at North Wales Tourism and can be contacted at or connect with her on LinkedIn you can also follow her on Twitter @EirlysJones5