PUT HEADS IN BEDS AND BUTTS IN SEATS
WITH CONSISTENT EXPERIENCES ALIGNED WITH YOUR MARKETING
ASK US HOW
ABOUT MARQUEE MARKETING
ABOUT MARQUEE MARKETING
Marquee Marketing, a division of World Incentive Network Inc., is a travel, tourism and hospitality marketing agency that helps you to attract and retain great guests by aligning your marketing with your customer experience. It’s no secret that marketing has changed. Every online review is marketing. Every YouTube video is marketing. Every photo posted on Facebook is marketing. Every check-in at your business is marketing.
“Customer Experience is in every business decision.” ~ Carol Wain
IS THIS YOU?
You are responsible for putting heads in beads and butts in seats at one of the following travel, tourism, or hospitality business.
- Hotels and Resorts
- Destination Management Company
- Tourism Office / Tourism Authority
- Tour Operator
- Travel Wholesaler
- Convention and Visitors Bureau
- Event Company
- Bed and Breakfast
- Small Cruise Line
- Theme Park
- Adventure Park
- Ski Resort
- RV Park
- Golf Course
“Your Brand is Your Customer Experience” ~ Carol Wain
HOW WE HELP
We believe that the biggest opportunity for profitable growth lies with the people who bring the business to life. From leadership to employees, customers to vendors and supporters to advisors, every person has the ability to add-to or detract-from the success of the business.
Your customer experience is the result of every business decision – the decisions you make for how you allocate your budget along with the decisions your employees make each and every minute.
Every marketing initiative needs to be in alignment with the customer experience you deliver. If it’s not, your customers will complain and their complaints will be heard loud and clear by those who you are trying to attract.
The answer? Change your marketing, your customer experience or both – and that’s where we come in.
From a marketing perspective – after we understand the experience you deliver to your customers and the vision you have for your business along with the challenges you face, we will work with you to create a sales and marketing plan, marketing campaigns and we’ll create whatever marketing tools and sales tools are needed to achieve your goals. See our list of services below.
From a customer experience perspective – our founder, Carol Wain, and her team at Marquee Experiences can help you identify areas of improvement and show you how to get your team onboard to successfully implement them.
Every business is unique and so is each guest and we’ll help you to understand how to impress from the moment one of your marketing messages connects through to the end of the relationship. With this understanding you will differentiate your business in ways your guests will love and your competition will find it difficult to replicate.
As you can see, we’re not your typical marketing agency nor are we your typical tourism marketing agency. We provide a number of marketing services to help you to attract and retain guests, which is the minimum that any marketing agency should offer.
Our approach takes a number of initial steps to help you to articulate exactly who you want to serve and how you are different (in ways that are not easily copied by your competitors). Then we ensure your customer experience matches what you promise because we want your marketing budget to be used wisely.
We want you to attract the right people. We want you to be crystal clear in your messaging and we want your guests to write raving reviews about your business because they experienced exactly what you promised – and more. We want you to have loyal customers and we want your business to have a stellar reputation.
In addition to all things marketing, we are part of the Marquee family – Marquee Incentives, Marquee Events, Marquee Experiences and of course, Marquee Marketing. We live and breathe great experiences, customer engagement, employee engagement, operational efficiency, marketing and sales. We also love travel, tourism and hospitality. Our colleagues at Marquee Incentives and Marquee Events sell incentive travel, meetings and events, so we know the industry from multiple sides.
How we help is by putting heads in beds and butts in seats by making sure your marketing is in alignment with your customer experience so you’ll see an increase in profitable sales. If this sounds like the answer you’ve been looking for, contact us and we’ll have a chat to ensure we’re a great fit for each other.
“The secret to attracting and retaining the guests you want is to align your marketing messages and the experience you deliver across all touch points” ~ Carol Wain
Know what it’s really like to be your potential guest and actual guest. What are you promising? What is the reality? Why are people complaining? What are their customer journeys? What are the moments of truth? How do your guests feel along the way? Where is the opportunity for improvement?
We secret shop your business through all the channels we can find. We’re looking for employees who are doing things right and employees who need some coaching. We’ll look for any red flags which would stop us from spending our money. We’ll compare our options, including your competition. We’ll be visiting your website and any 3rd party booking sites. We’ll phone, email, visit your location, check out your tradeshow booth and we’ll check reviews, social media sites and so on.
We’ll be nice. We’ll be demanding. We will test your business as an individual and for group business. We’ll “get to the bottom” of your experience as if we were on a secret mission.
For some leaders, having someone pry into their business is uncomfortable. The point of this exercise is to uncover areas of opportunity before they are plastered all over the internet… and to look for ways to recognize and congratulate those who are doing the right things.
If you’ve ever watched the TV show “Undercover Boss” you know how valuable these exercises are. By the time we are done you will have a great understanding of the experiences you are delivering and where you can improve.
Your investment will be for our time and reimbursement of expenses, which varies according to your business. Estimated length of our engagement is approximately 2 – 3 weeks to keep the element of surprise fresh.
Combine the Customer Experience Intel package with a plan to align your marketing, your customer experience, your vision and your goals. Together, we’ll decide which elements are best done in-house and which elements you need us to do and then we’ll get them done.
Your investment will be for our time and reimbursement of expenses, which varies according to your business. Estimated length of our engagement is approximately 3 – 6 months.
In addition to the Combo package we will educate you and your team about different, empathetic ways to wow. We will help with team building exercises, employee engagement initiatives, voice of customer initiatives, customer appreciation, and we will do follow-up Customer Experience Intel at 1, 3 and 6 month intervals. We’ll work with you, as needed, for 9 – 12 months.
Your investment will be for our time and reimbursement of expenses, which varies according to your business.
A LA CARTE SERVICES
If you need specific marketing services we are happy to offer these marketing services and sales tools in addition to the Customer Experience Intel package. Your investment depends on the services you choose and the time and expenses for the Customer Experience Intel package.
- Viral Videos
- Video for SEO
- Video for authenticity – personality, uniqueness, ambience (also see Wain’s World option)
Graphic Design and Web Design
- Social Media Graphics
- Ads and retargeting
- Community Manager
- Tribe nurturing
- Booth design
- Lead Generation
- Effective and environmentally friendly brochures
- Wain’s World Blog Post
- Web-show coverage
- Customer Appreciation Events
- Customer engagement activities
- Photo contests
- Video contests
- Book about your business / what you’ve learned
- Joint Ventures / Strategic Alliances
- Direct marketing
- Effective Fam trips
- Training presentations
- “Membership” area for travel trade to get rates, selling tips, image bank, promotional copy, sales copy etc.
- Brochures — digital and print
- Fam trip organization and planning for agents, tour operators, meeting planners and media
- Representation at industry events such as conferences and tradeshows
- Sales calls to agencies
- Lead generation and follow-up
- See other A la Carte services for other sales tools such as video, social media and tradeshows
Every business leader and executive I speak with talks about performance. Financial performance, people performance, marketing performance, sales performance, operational performance and so on. Great performance requires people to be onboard, engaged, aligned and passionate about the vision, purpose, passion, goals, personality and promise of the business – and this is one of the biggest challenges within an organization. Performances, on the other hand, are delivered by employees, managers and leaders. They are also delivered by customers, vendors, supporters, investors, partners and franchisees. In other words, all people play a role in the success of a business. The Theater references don’t end here… Every business has a stage which is set by its marketing team and reinforced by employees and customers. When employees see themselves as performers and their actions as performances, it’s easier to see how great behaviors and decisions make an impact. (It’s also more fun!) Leaders and managers are also challenged to improve the performance experience to add more value to customers, to differentiate their business from competitors, to improve relationships and to increase profits – while striving to deliver consistent performances regardless of who is on stage at any given moment. Performance matters, regardless of how you define it. 5 Ways to Improve Your Performance Ensure you have a strong vision, purpose, passion, personality, platform and core values which are easy to share. Then share it! All employees need to know where you are headed. All employees and customers need to know what you stand for and how you are different. They will then choose whether […]