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Tours, Excursions and the Tourism Industry with Danielle Timmons, and Carol Alderdice
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In this episode of the 55+ Travelers: Arriving & Thriving Audio Conference, hosted by Sensory Friendly Solutions Founder Christel Seeberger and guest hosts Sophie Yang, and Christopher Basmadjian, Occupational Therapy Students, we host two tourism industry experts:
Listen to Danielle Timmons, Aquila Center for Cruise Excellence, and Carol Alderdice, Tourism Industry Association of New Brunswick, as they give expert perspectives on delivering exceptional customer experience.
Episode Guide:
0:48 Welcome to guest Danielle
1:40 Danielle's Role at Aquila Tours
2:35 Danielle's Role with Training
4:28 Providing tours and services
6:35 Travelers over the age of 55
8:38 Sensory Friendly Cruises for mature adults
11:48 Building in Time
12:50 Restrooms
14:28 Providing Information Verbally
15:23 The barriers
20:32 The Key to Providing a Positive Customer Experience
22:30 Finding a "Natural" Tour Guide
26:00 Multigenerational Travel
30:00 Vision Barriers & Accommodations
35:57 Preferred Excursions
41:05 Anticipating the Needs of 55+ Travelers
43:38 Welcome Carol
45:20 Primary Demographic
46:30 Travel for Older Adults Post COVID-19
49:05 The Importance of Training
51:31 Creating a Positive Customer Experience
53:38 Word of Mouth
55:20 Action Feedback
58:32 The little things
1:03:28 Thank y
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Chapters
1. Welcome & Host Introductions (00:00:00)
2. Welcome to guest Danielle Timmons! (00:01:19)
3. Danielle's Role at Aquila Tours (00:02:11)
4. Danielle's Training Role (00:03:06)
5. Providing tours and services to mature travelers during COVID-19 (00:04:59)
6. Travelers over the age of 55 & Crew Ship Tours (00:07:06)
7. Sensory Friendly Solutions on Cruises for mature adults (00:09:53)
8. Building in the Time (00:13:03)
9. Restroom Availability (00:14:05)
10. Access to Water and Food (00:14:55)
11. Providing Information Verbally (00:15:43)
12. Barriers to Providing Exceptional Customer Experiences (00:16:38)
13. Feedback and Making Room for Improvements (00:19:00)
14. Danielle Provides the Key to Providing a Postive Customer Experience (00:21:47)
15. Finding a "Natural" Tour Gide (00:23:45)
16. One change Danielle Would like to See in the Future (00:25:21)
17. Multigenerational Travel & Changes to be Made (00:27:15)
18. Vision Barriers & Accommodating Mature Travelers (00:31:15)
19. Global Perspective on Barriers (00:34:30)
20. Mature Travelers & Their Preferred Excursions (00:37:12)
21. What you learn from testing an excursion (00:40:15)
22. Anticipating the Needs of 55+ Travelers & Creating a Great Experience (00:42:20)
23. Welcome to guest Carol Alderdice (00:44:53)
24. Carol shares a little about TIANB & its Member Organizations (00:45:18)
25. Primary Tourist Demographic (00:46:35)
26. Travel for Older Adults Post COVID-19 (00:47:45)
27. The Members of TIANB (00:48:50)
28. The Importance of Proper Training (00:50:20)
29. Creating a Positive Customer Experience (00:52:46)
30. The Power of Word of Mouth (00:54:53)
31. Negative and Positive Feedback (00:56:35)
32. The little things that Matter (00:59:47)
33. How do we Welcome Older Adults? (01:02:51)
34. Thank you Carol & Danielle! (01:04:43)
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