The Brown Sign Project

The Brown Sign Project

By Carly Straughan and Carlton GajadharBusinessEducationSelf-ImprovementLeisureCareers
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The Brown Sign Project episodes

  • The Brown Sign Project - Customer Journey Mapping - Episode 2

    Customer Journey Mapping Episode 2 - You've got their interest and possibly their money, what now? with Kelly Molson and Joe Robinson

    We've had a bit of a break but are back with a new series and this time we're looking at customer journey mapping. What is it? Why is it useful? When should I be working on it? All the important stuff gets discussed as we follow our customers through their journey to having a great experience in an attraction. 

    From buying tickets online and joining the queue to signing up for your newsletter and leaving a review, we look at all stages of the customer journey and what they meant to the wider business. 

    In this episode we are joined by Kelly Molson and Joe Robinson as we discuss the overarching ideas of Customer Journey Mapping as we attempt to answer the question - You've got their interest and possibly their money, what now??

     

    Kelly Molson

    Founder and MD of Rubber Cheese, a web development agency developing revenue building websites for visitor attractions.

    Host of Skip the Queue Podcast, for people working in or working with visitor attractions.

    Rubber Cheese partners with global brands such as Pernod Ricard and Chivas Brothers, alongside ambitious visitor attractions like Eureka! The National Children’s Museum, Plymouth Gin Distillery and Aberlour, Scapa, Strathisla and The Glenlivet Whisky distilleries.

    We achieved a 316% increase in tour bookings and product sales within 3 months for a distillery visitor centre, and saved one visitor attraction over 972 staff hours on average each year.

    I deliver workshops and presentations at various national conferences and universities including the VAC, ASVA, Nottingham Trent University and ARU.
     
    You can find Kelly here...
    https://www.linkedin.com/in/kellymolson/
    https://www.rubbercheese.com/
    https://twitter.com/TheChiefCheese
    https://www.skipthequeue.fm/
    https://twitter.com/skip_the_queue

     

    Joe Robinson

    Joe brings fifteen years of tourism experience as the Chief Growth Officer at RocketRez. Joe started in the tourism industry while serving as a Peace Corps Volunteer in Nicaragua. Joe then dove deep into tours and as a tour guide with Intrepid Travel. Eventually moving off the road to leading global sales & marketing teams for travel companies. In 2015 he launched a multimillion-dollar bus tour operation for Big Bus Tours in Chicago. Joe lives in Nashville, TN with his wife and 2 sons. 

    You can find Joe here:

    https://www.linkedin.com/in/jcrob/

    https://rocketrez.com/

     

    With huge thanks to our sponsor for this series Stephen Spencer + Associates without whom this would not have been possible.

    Absolute huge respect and thanks to our great editor over at Joe Shmo Productions who you can find over on Twitter at...  https://twitter.com/joeshm0

    45 min
  • The Brown Sign Project - Customer Journey Mapping - Episode 1

    Customer Journey Mapping Episode 1 - Why is Customer Journey Mapping Important? with Stephen Spencer and Jerry Angrave

    We've had a bit of a break but are back with a new series and this time we're looking at customer journey mapping. What is it? Why is it useful? When should I be working on it? All the important stuff gets discussed as we follow our customers through their journey to having a great experience in an attraction. 

    From buying tickets online and joining the queue to signing up for your newsletter and leaving a review, we look at all stages of the customer journey and what they meant to the wider business. 

    In this episode we are joined by Stephen Spencer and Jerry Angrave as we discuss the overarching ideas of Customer Journey Mapping as we attempt to answer the question - Why is Customer Journey Mapping Important?

     

    Stephen Spencer

    Stephen’s business journey started in the High Street at age 15 and took him to Regent Street, via the Tower of London, to Buckingham Palace by age 30. A combination of luck, curiosity and thinking differently enabled his contribution to the cultural retail revolution of the early 1990s. Since then Stephen has worked with, studied, learned from, and helped some of the brightest stars and most prestigious brands in the retail, leisure, and tourism sectors. His journey features milestones such as creating the Buckingham Palace Shop, launching London’s cable car, revitalising a confectionery-themed visitor attraction, and turning a national conservation charity inside-out, from property- to customer-focus.


    Stephen is a Trustee of Abbotsford, the former home of Sir Walter Scott, and now a five star-rated visitor attraction, and is also a visitor attractions quality assessor for Visit England. He keeps his optimism muscle in shape by supporting Tottenham Hotspur.

    You can find Stephen here:

    https://www.stephenspencerassociates.com/

    https://www.linkedin.com/in/customerexperiencespecialist/

     

    Jerry Angrave

    Jerry is a Customer & Passenger Experience practitioner and consultant. Previously in-house, Jerry now consults to help companies develop their CX vision, strategy and culture underpinned by CX programmes, Customer Journey Mapping, Disability Experiences, Customer Insight and Employee Engagement.


    Jerry works with organisations globally to develop the operations, strategies and culture that sets up a lasting and beneficial focus on the Customer Experience.

    You can find Jerry here:

    https://empathyce.com/

    https://www.linkedin.com/in/jerryangrave/

     

    With huge thanks to our sponsor for this series Stephen Spencer + Associates without whom this would not have been possible.

    Absolute huge respect and thanks to our great editor over at Joe Shmo Productions who you can find over on Twitter at...  https://twitter.com/joeshm0

     

    53 min
  • The Brown Sign Project - Meet the hosts: Carlton and Carly

    They have been unleashed. Here is a little cheeky interview of your two brand new hosts at the Brown Sign Project. They talk about their first ever jobs, how to get into the tourist attractions industry if it's your first time and some top tips on working within the industry!

    You can find out more about your hosts here... 

    Carlton - https://www.linkedin.com/in/cgajadhar/ and https://www.carlton-gajadhar.com/

    Carly - https://www.linkedin.com/in/carlystraughan/ and http://qlineconsulting.com/

    14 min
  • The Brown Sign Project - Ella Baskerville

    Ella Baskerville is Business Development Manager for the leading news site in the attractions industry, Blooloop, where her role includes lead generation and sales, client relationship management, social media management, events management and trade show attendance.

    Ella graduated in Natural Science from the University of Bath and took part in the 2014 International Association of Amusement Parks and Attractions (IAAPA) Ambassador program where she found her passion for tourism. 

     

    You can find more out about Ella here:

    https://www.linkedin.com/in/ellabaskerville/

     

    You can find out more about your hosts here... 

    Carlton - https://www.linkedin.com/in/cgajadhar/ and https://www.carlton-gajadhar.com/

    Carly - https://www.linkedin.com/in/carlystraughan/ and http://qlineconsulting.com/

     

     

    25 min
  • The Brown Sign Project - Elizabeth Pilliere

    Elizabeth Pilliere is a Senior Visitor Experience Manager working for a high profiled attraction in London. She dives into her experiences of working within a tourist attraction industry and what she loves about it. She gave some helpful top tips on getting into the industry and examples of opening a Christmas Grotto and what can go wrong!

    Elizabeth has worked in the tourist attractions industry for nine years, studied environmental biology, and has a Masters in Science Communications and humanity studies.  

     

    You can find more out about Elizabeth here:

    https://www.linkedin.com/in/elizabeth-pilliere-97005725/

     

    You can find out more about your hosts here... 

    Carlton - https://www.linkedin.com/in/cgajadhar/ and https://www.carlton-gajadhar.com/

    Carly - https://www.linkedin.com/in/carlystraughan/ and http://qlineconsulting.com/

    40 min
  • The Brown Sign Project - Allan Foy

    Allan Foy is CRM Transformation lead for National Museums Liverpool, leading projects to transform the way the museum group works with its guests and customers. Allan joined National Museums Liverpool in 2018 during a period of change and is continuing to improve and progress their reach and mission. 

    Allan began his career as a professional dancer, travelling the world on cruise ships, before an injury changed his path and took him to a career in arts management and tourism projects. 

     

    You can find more out about Allan here:

    https://www.linkedin.com/in/allan-foy-a533a814a/

     

    You can find out more about your hosts here... 

    Carlton - https://www.linkedin.com/in/cgajadhar/ and https://www.carlton-gajadhar.com/

    Carly - https://www.linkedin.com/in/carlystraughan/ and http://qlineconsulting.com/

     

    43 min
  • The Brown Sign Project - Dominic Wong

    Dominic Wong is an award-winning creative and innovative marketeer bursting with ideas and he joined us on the podcast to discuss his interesting career path and why he loves the day to day weirdness of the tourism industry!


    With a specialism in theme parks, visitor attractions, travel and tourism, Dom is best known for creating and delivering new innovative tourism experiences, creating award-winning education programmes for attraction school trips and being the first Marketing Director at the Harry Potter Studio Tour, overseeing the build, launch and first three years of opening.

    You can find out more about Dom here...

    https://www.dominicwongmarketing.co.uk/

    https://www.linkedin.com/in/dominicwongmarketing/

     

    You can find out more about your hosts here... 

    Carlton - https://www.linkedin.com/in/cgajadhar/ and https://www.carlton-gajadhar.com/

    Carly - https://www.linkedin.com/in/carlystraughan/ and http://qlineconsulting.com/

    40 min
  • The Brown Sign Project - Kingston Myles

    Kingston Myles is a commercially minded and data driven manager. He works to inspire teams to support change and grow the ‘business’ behind the institution. Kingston is passionate about seeing delivery and is motivated by the happiness success brings to the team. 

    Kingston shares with us his KNOW, DO, REVIEW approach to getting stuff done. 


    You can find out more about Kingston here...

    https://www.linkedin.com/in/kingston-myles-080088118/

     

    You can find out more about your hosts here... 

    Carlton - https://www.linkedin.com/in/cgajadhar/ and https://www.carlton-gajadhar.com/

    Carly - https://www.linkedin.com/in/carlystraughan/ and http://qlineconsulting.com/

    30 min
  • The Brown Sign Project - Joe Lavery

    Joe Lavery is a marine biologist with a passion for science & engineering. Previously with Merlin Entertainments, Joe lead new developments to improve aquariums whilst working as Global Curator of research & development for 57 SEA LIFE aquariums worldwide. 

    Joe's experience curating attractions and working on more than twenty-five public aquarium projects across seven time zones, including 12 new builds and 11 major capital projects gives him a unique insight into how tourism and conservation overlap. 

    Joe is co-host of the Aquariums Explained podcast - https://anchor.fm/aquariumsexplained

    and also co-founder of The International Zoo & Aquarium Review - https://www.internationalzooaquariumreview.com/


     

    You can find more out about Joe here:

    https://www.linkedin.com/in/laveryj/

     

    You can find out more about your hosts here... 

    Carlton - https://www.linkedin.com/in/cgajadhar/ and https://www.carlton-gajadhar.com/

    Carly - https://www.linkedin.com/in/carlystraughan/ and http://qlineconsulting.com/

    24 min

About The Brown Sign Project

From the publisher's feed

Carlton Gajadhar and Carly Straughan host The Brown Sign Podcast, focusing on the bits of the tourism industry that don't normally get much coverage. From careers in tourist attractions to visitor…