More 160 delegates gather at Hilton Reading for what has been declared the best event yet
The Coach Tourism Council (CTC) says its 2015 Coach Holiday Conference, which attracted more than 160 delegates to the Hilton Reading last weekend, was the most successful yet.
The two-speaker line up and an expanded industry workshop attracted praise from operators, wholesalers and suppliers. ‘How do I turn a satisfied customer into a loyal one?’ was the theme for the two speakers – Jo Causon, Chief Executive of the Institute of Customer Service, the UK’s lead organisation for excellence in customer service – and Peter Welch, Vice President Marketing & Sales, Disneyland Destination International. They kept the delegates spellbound as they both detailed what needed to be done to set companies and organisations at the top of the tree in customer service. Jo warned that rather than getting better, UK Customer satisfaction was at its lowest level since 2010, although the tourism sector was doing better.She said it was not enough today to have satisfied customers – all businesses needed highly satisfied customers, whose loyalty could be guaranteed. Peter, a founder Board member of the CTC 25 years ago, said Disney’s philosophy was to create magic through service excellence, value and cast members being really proud of what they do. The aim was to deliver happiness and memories which would live for ever, to bring back generations of families to Disney.
“It’s not the magic that makes Disney work, it’s the work that makes the magic,” he said.
A familiarisation trip to Runnymede, Savill Garden and Windsor Castle organised by the Royal Borough of Windsor & Maidenhead, was also declared a great success.
Chris Wales, CTC Chief Executive said: “Thanks goes to Irizar UK for providing the coach transport through new CTC member Stewart’s Coaches of Reading. We would also like to thank the Reading Hilton for hosting the event and to their enthusiastic staff for helping to make everything run so smoothly.”
A charity raffle raised more than £1,000 for the Family Holiday Association and Paul Hagan, formerly of Travel Europe, who has been seriously ill.