This face to face workshop will now be run as an online webinar.

Blue Mountains City Council has decided to postpone upcoming face to face community engagement activities, due to concerns relating to coronavirus (COVID-19).

Please note: the second option for this course has been cancelled. You may be interested in booking for the new 'Adapting your business in a changing world' webinar, which will run in the same timeslot.

Online course details

The course will run over three x 1-hour sessions, including a Q&A follow up. You only need to register once. Pick which option you want and register through the link below, and that will sign you up for all three parts of the series.


  • Wednesday 1 April: Getting to know your customers and their path to purchase
  • Wednesday 8 April: Customer Experience what is it & how to use it to grow your business
  • Wednesday 15 April: Q&A follow up

Time: 6-7pm
Venue: Webinar (online)

Book now for option one

About the course

Customer expectations are changing, they have more choice than ever before. They also have more ways of interacting with your business than ever before - in-store, online, phone, email, social, review sites the list is endless. 

So how do you deliver a great service experience for your customers at all touch points and turn customers into raving fans?  And how can you these fans help to grow your business? 

 In this workshop you’ll find out. We’ll cover:    

  • Getting to know  your customers - locals, visitors, where are they coming from, what are they looking for?
  • What is their journey to purchase - customer journey mapping, how they find you & how to build loyalty at each stage of the path the purchase
  • Customer Experience what is it?  What ‘experience’ is today’s customer looking for and how do you deliver it online and offline
  • Using stellar service to grow your business - turning loyalty into increased sales and boosting your bottom line

 There’ll be lots of practical examples and actions that you can apply directly to your business. You’ll also get to connect with other like-minded business owners. 

About the presenter

Naomi Farrelly is a tourism marketing professional with 19 years’ experience working across local, state and national tourism organisations and with Australian tourism products and destination brands.

Her experience gives her  a unique understanding of both big picture tourism strategy and the day to day challenges of tourism businesses. She has a knack for analysing information and presenting it in a simple, usable way. With expertise in product development, experience development, export tourism, tourism marketing, digital strategies and a focus on innovation she is always looking for new ways of doing things.

As a qualified trainer, she is passionate about educating operators and sharing her extensive knowledge through industry development programs. She regularly delivers training for tourism operators and destinations on topics including; “Building Your Digital Footprint”, “Creating Awesome Experiences” “Tourism Marketing Essentials” and “Getting Your Product to Market”.