Page 1 Page 2 Page 3 Page 4 Page 5 Page 6 Page 7 Page 8 Page 9 Page 10 Page 11 Page 12 Page 13 Page 14 Page 15 Page 16 Page 17 Page 18 Page 19 Page 20 Page 21 Page 22 Page 23 Page 24 Page 25 Page 26 Page 27 Page 28 Page 29 Page 30 Page 31 Page 3216 NOVEMBER 2016 • FOGHORN FOGHORNFOCUS: CUSTOMER SERVICE Fast Page Loads Streamlined Checkout Multiple Account Sign-Ons Improved Search Quick Order Easy Invoice Look-up Requisition Lists • Over 85,000 products for your business • 28 regional distribution centers • Same-day van delivery • 260+ stores • The most-knowledgeable and seasoned sales representatives in the industry Your 24/7 destination that’s packed with the features you need to get the most out of your time and money. portsupply.com All backed by the power of Port Supply. 1-800-621-6885 or visit portsupply.com. Increased Inventory Availability corporate all senses into the program. Food and beverages, music, visuals, your vessel’s decorations and furnish- ing, tickets and uniforms all play into creating that sought-after experience. To provide a concrete example, consider a whale-watching tour. Hanson suggests showing clients a whale skeleton to comprehend the immense size of the animal. On board, guides should build the story of the whales to prepare clients for what they are about to experience while providing a thorough timeline, being sure to keep quiet when they see the whales so guests are totally immersed. Guides should make sure that guests see the whale even if seasick, as observing the animal establishes meaning to the ex- perience, negating the unpleasantness. Upon arrival, guests receive a person- alized certificate noting the animals spotted during their tour, keeping clients involved even after its conclu- sion. Guests continue to be involved in the experience through social media. Operators encourage guests to take photos during the tour and to post or tag them to your company’s Facebook, Instagram, and/or Twitter page, with the knowledge that the best photos may win a prize. This keeps your guests thinking about their experience long after returning to shore. Another example is by incorporat- ing community work. When Un-Criuse Adventures passengers arrive on shore in remote locations, they never disembark without a garbage bag, making an effort to educate passengers as well as involve them in a memorable experience of keeping the beaches clean. Ferries attract repeat consumers – often commuters, for whom loyalty is important. Give them a reason to choose your ferry. Ample plugs, fast/ free wifi, coffee/breakfast served on board, great service, easy loyalty programs, comfortable workstations, bike storage, and punctual schedules are all ways to design goosebumps ex- periences. It’s important to note that nobody can ‘give’ another person an experi- ence. Instead, operators may simply facilitate an experience via a thorough understanding of experience design, being sure to think ahead, awaken all senses, consider each moment of the itinerary, and by ‘doing their homework’ to understand who their clients are and how to tailor design the experience that fit them best. n About the Author Dawn Rainbolt has a Master’s degree in tourism marketing and management from a French university. Prior to moving to Europe, she worked as a deckhand in Washington, DC for Entertainment Cruises, and wrote Member Profiles for FOGHORN Magazine.