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L G S A T O U R I S M C O N F E R E N C E 2 0 1 6 Mitch Lowe & Andrew Walker Visitor Services Lismore and Nimbin

the Lismore and Nimbin visitor services journey 2007-2016

visitor services 2007 Lismore City Council Report 2007 Visitors to the Lismore Visitor Centre are in decline, whilst Nimbin s numbers are steady at best. A justification could be made that Visitor Centre's will no longer require funding in the future Anonymous Council worker (i.e. former accountant)

meanwhile in nimbin (2007)

amongst the smoke and mirrors clear direction (strategic plan and Northern Rivers Strategy) promote the value of our services engage community and partners with innovation

clear direction Visitor Services not Visitor Centres Focus on taking information to the people not waiting for the people to come to the information

promote the value of visitor services Write down everything we did!!! Delete mentality of I don t have the time to promote what we do Councilor Workshops Business and Tourism Industry presentations Engage media Research know what you are valued at

value of tourism to lismore + nimbin (2015) estimated spend ($m) visitors: $107 million estimate of jobs directly related to this spend: 778 jobs visitor nights per year: 474,000 visitor day trips per year: 393,000 domestic overnight visitors spend per day: $118 domestic day visitors spend per day: $80 average visitor stay per trip: 3.14 Nights average size of travelling party: 2 every visitor that we can attract has a direct economic value of $740 Source: National Visitor Survey, Lismore Tourism Research, Tourism Australia Destination Survey

visitor services contribution to spending Research conducted in Northern Rivers Visitor Services Strategy shows that VIC s have a major influence on decision making in destinations: 22% of visitors stayed an extra night 59% visited additional attractions 22% spent more than budgeted Lismore and Nimbin Visitor Centres have a direct impact on spending of approximately 10.4 million annually

the stats Lismore Visitor Centre numbers 32, 428 Nimbin Visitor Centre numbers 65, 420 an average of 54 phone calls per day an average of 84 emails per day

online 2248 visits to www.visitlismore.com.au in the last week 135,428 visits in the past 12 months

online 1428 visits to www.visitnimbin.com.au in the last week 81,529 visits in the past 12 months

social media Lismore facebook page 2.7k likes 2700 average weekly reach 190 average weekly engagement

social media Nimbin facebook page Nov 2015 885 likes 6k average weekly reach 600 average weekly engagement

Social Media Lismore instagram 884 followers 271 following

Social Media Nimbin instagram 884 followers 271 following

engage the community and partners with innovation Council Business and Tourism Sectors Arts Aboriginal Community Education sector Historical Society

Lismore Visitor Information Centre redevelopment

familiarisation program held every 2 nd month for Lismore + Nimbin vic staff held annually with other surrounding visitor centres such as Ballina, Byron, Kyogle etc tourism operators and business owners more than welcome to attend.

visitor centre open day key front line stakeholders including: taxi drivers, service station staff, local retail staff and front counter reception staff aim to motivate key stakeholders to be ambassadors for lismore positive promotion and customer service from these sectors will lead to increase spending and length of stay.

orientation week tours with Southern Cross University one hour discover lismore tours offered to international and domestic students available at start of year and mid year enrolment since 2008 over 2000 students have participated

focus on visitor services strategies looking at taking the information to the people, in preference to people coming to the information a number of kiosks and displays will be installed in high traffic areas in Lismore, promoting our major marketing material and upcoming events Lismore Airport SCU Lismore Shopping Square kiosks and displays scrolling imagery through TV s will also be a feature at some sites.

Lismore Visitor Information Centre airport kiosk

arts in august

arts trail showcases artist studios, galleries and retro businesses in one guide

dining guide showcases restaurants, cafes and entertainment venues in the Lismore + Nimbin region

visitor guide Comprehensive, double-cover Visitor Guide with everything you need to know about Lismore + Nimbin and the surrounding villages Lismore cover.

visitor guide Comprehensive, double-cover Visitor Guide with everything you need to know about Lismore + Nimbin and the surrounding villages Nimbin cover.

nimbin marketing Things don t happen overnight!!! This year is first ever dedicated marketing campaign for the iconic village of Nimbin Over $120,000 allocated to promote the villages

nimbin marketing

soundtrails app - nimbin smart phone application using geo-location will interpret sites surrounding the 1973 Aquarius Festival free to download guides visitors around the village, showcasing oral stories about unique sites

changing dynamics of visitor services visitor services not visitor centers technology has changed the way we do business, opening up so many different channels in 2007 we engaged with 194,000 visitors through walk in s VIC s, phone, postal and fax. in 2016 engaged with 692,000 people through walk in s, phone, email, websites, social media (facebook, twitter), events, travel shows and so much more

visitor services 2016

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