Building Customer Journey Map For Dreamworld

Build the customer journey map. 

The following paper deals about the customer experience for the chosen organization Dreamworld and the products and services offered by them. The research will have to be done on the chosen organization and the experience of the customers will have to be evaluated here. The customer experience is a very important issue in this context. This is why it is extremely important for the customers to understand what the organization is offering to them to meet their demands. The experience of the customers largely depends on the facts of how the customers can gain the trust of the organization. The organization must provide the customers with the best products and services in a timely manner so the customers do not have to opt out of their disposal and seek help from their competitors or the rivals. This is why the customers’ experience or the customer journey map should be developed along with a persona. The recommendations will be given regarding this as well.

The experience of the customers will have to be evaluated focusing on the services or products or Dreamworld (Dreamworld.com.au, 2018). It is a theme park that provides the customers with some special adventure shows and others. The activities of the organization will be to provide the customers with several wildlife shows on poisonous snakes and other animals. The bird shows are also arranged by the organization as well. They give the advertisements on social media and other channels so they can get the best response from the customers. They have to attract the customers by promoting several shows for the children mostly. They also declare the dates on which the special shows will be shown. It is a great aspect that the organization also provides the customers with several 3D and 4D products as well (Dreamworld.com.au, 2018). Here the two aspects related to media are paid media and owned media. The customers want such practice regarding the organization that they can avail the best products with safety. One of the most important issues in this context is the sustainability of the organization (Smith, 2012). The customer groups for this organization have seen the company’s initiatives on saving the tigers. The organization Dreamworld has realized the fact that the sustainability issues should not only rely on stopping the carbon emissions or the using the non-fossil fuels. As tigers are getting rare, the community should be very much protective about the tigers. Dreamworld has always catered to provide the customers with the best experiences for providing their services on time (Hill & Gale, 2016).

Developing the persona and customer journey map

The main targets of the customers are to make the company utilize all their channels effectively so they can utilize these channels. The demands of the customers will have to be understood. This is how they will be able to gain the sustainability within the organization. The organization must be able to do their works in a customer-centric manner (Tax, McCutcheon & Wilkinson, 2013).  Then only they can provide the valuable considerations on how they can improve their business. The customers will need to assess whether their liked company is doing the business ethically. The sales and support channels for the organization should grow properly indeed. This would ensure on how they can they get the best support from the company through their services (Ferrell & Fraedrich, 2015).  The company must be able to satisfy the demands of their customers in a better way. In this context, one of the most significant things is the customer journey map (Lemon & Verhoef, 2016). 

The developing of the persona is a five step process. The necessary things about this process are developing the skills and interests of the persona, identification of the needs and goals, describing about the social environment of the persona, a short brief about the demographics and personality, the social environment of the persona, finding the burning questions in this issue, identifying the three important reasons for the persona to engage with the product and three reasons for not engaging with the product (Howard, 2014). However, the customer experience in Dreamworld has been a very important issue in this section. This is why the organization is trying to recover from the River Rapids tragedy. The organization has proposed several ways to improve their customer experience through the inclusion of the new offers for products and services (Norton & Pine, 2013).  It was a terrifying matter when the high-risk rides in the park had to be closed down for several reasons. The fatal accident had taken place and this was a very important thing for the customer experience of the Dreamworld. The managing of the rides has been in question indeed. If the customers lose the faith on the customers, this will have a negative impact on the services of the company (Rawson, Duncan & Jones, 2013). The personal template will be discussed here in the following section:

Persona

Name: Mary

Age: 35

Education: MBA in Marketing Management from Chicago State University

Family: Married with 2 children, aged 12 and 9

Location: Chicago, Illinois

Environment: Plans for the trips to the theme park as early by using her laptop in her house

The company Dreamworld should always provide the best services to their customers in order to enhance their services in a positive manner. They provide the customers with several rides and attractions that are generally provided in the theme parks. The company provides the customers with the fun they will need in the mix (Kumar & Reinartz, 2018). They also have the biggest LEGO store in the country. The products that they provide are mostly very hard to find. This is why their product offerings are unique in range. Some of the most dangerous rides in Dreamworld are Giants Drop and the Tower of Terror II. Through these various products, they gain the attraction of the customers indeed (Wang & Feng, 2012).  

They also give the animal lovers the chance to see the Toyal Bengal and Sumatran tigers in their Tiger Island. This is also a very unique service feature for them. The company also gives their customers with the opportunity to witness the magic of movie. They also give their disabled customers with the access to different rides and attractions. They give their customers with maps for discovering the wide range of products and services they provide. They have group tour desks and a lounge for the tours. There are bilingual staffs as well who thrive to help the people speaking different languages than English. This is why the customers are quite happy with their products and services. The customer relationship is also very strong in this context.

  Dreamworld will be looking to increase their services and products so the customer experience can increase as well. Some recommendations will be given to improve upon the services that they already give to their customers. These ways will surely improve the ways Dreamworld will be operating in this current competitive business environment.

• The managers of Dreamworld will look to focus on the quality of the rider safety. Otherwise, the customer faith will surely decrease. This will be helpful for keeping the customers in a better way when they come to the theme park.
• The tragedy of the accident in Dreamworld has really made the customers lose their faith. The loss of human lives while going for an entertainment ride is really an unfortunate incident. The company will have to clean the rivers to provide an environment friendly atmosphere for the theme park travelers.
• They can go for repairing the paddle boat facilities as well. This will be another of their value added features. The company must focus on the customer satisfaction. They should offer their customers with several coupons during the time of several festivals. Thus the customer-centric operations will lead them to grab a better market share indeed.

Conclusion

This paper can be concluded by saying that the customer journey map is a very important feature to identify the gaps in the company from the perspective of the customers. It is the customers who will evaluate the process of customer satisfaction in the best ways. The persona has been developed in this paper to focus on the weaknesses of the company and decide what areas will have to be improved. The customers will have to be provided with the best offers so they can give the value added features within their operations. The recommendations have been made to develop their business as well. 

References and Bibliography

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