West Beach Parks

West Beach Parks is a leading beachside destination in Adelaide, South Australia. The precinct includes a variety of sites and facilities, including a caravan park, resort-style holiday accommodation, golf courses and sports facilities for hire.

The Objective:

West Beach Parks are known as a very popular destination with an excellent reputation. They wanted to ensure that customers are kept at the heart of every interaction with the Brand and position themselves as leaders in CX delivery within the South Australian tourism industry.

The Expy Approach:

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    By applying McGregor Tan’s CX framework to the project, where we were able to model the stakeholder inputs and map the required process to achieve success.

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    Expy created facilitation of stakeholder engagement via qualitative processes

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    The Development of a CX Strategy was implemented to support the delivery of exceptional Customer Experiences.
    These included:
      • – A CX Strategy Blueprint and Roadmap for success, including general and site-specific sets of actions with detailed steps, timeframes and guidelines to achieve all proposed milestones.
      • –  Visitor Personas for each site to better understand visitors’ needs, expectations and aspirations.
      • – A proposed CX Promise

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    McGregor Tan and Expy designed and delivered CX training to support the implementation of the new strategy via a series of workshops with staff at different levels:
    • – Executive team
    • – Frontline staff (Front Office, Housekeeping, Maintenance, etc.)
    • – Administrative staff

The Outcome:

West Beach Parks implemented the recommendations and trained staff in personas, scripts, CX requirements and delivery of exceptional CX in collaboration with Expy. The official training delivered by Expy took place in December 2020, just before the start of the peak season. Anecdotal feedback shows that customers perceive an improvement in every touchpoint with the brand and are delighted with the improved CX being delivered.
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