BUILDING BLOCKS As our BUILDING BLOCKS As our product range has evolved, it now has many applications. Together with our clients, we have the luxury of choosing the right pontoon, in the right materials, for the right job. By developing the heavy-duty end of our portfolio to always be a step stronger, we’ve also become experts in floating breakwaters, able to incorporate the strongest of building blocks when designing and engineering a marina that will withstand the test of time. Marinetek.net
Marina World FROM THE EDITOR HEAD OFFICE MAILING ADDRESS & SUBSCRIPTION ENQUIRIES Loud & Clear Publishing Ltd, School Farm, School Road, Terrington St. John, Cambridgeshire PE14 7SJ, UK Editor Carol Fulford T: +44 (0) 1945 881018 E: carolfulford@marinaworld.co.uk Deputy Editor Charlotte Niemiec T: +44 (0) 1945 881018 E: charlotteniemiec@marinaworld.co.uk Advertisement/Commercial Director Julia Hallam T: +44 (0) 1621855 890 E: juliahallam@marinaworld.co.uk Administration Manager Corinna Francis T: +44 (0) 1621855 890 E: corinnafrancis@marinaworld.co.uk Finance Manager Magdalena Charman T: +44 (0) 1403 733678 E: accounts@marinaworld.co.uk Advertisement Production Nick Hing T: +44 (0) 1323 490384 E: adstudio@marinaworld.co.uk NORTH AMERICAN OFFICE Sales Director Americas Philippe Critot PO Box 29759, Los Angeles, CA 90029-0759, USA T: +1 323 660 5459 F: +1 323 660 6030 E: pcritot@marinaworld.com FRENCH OFFICE Publisher’s Representative Catherine Métais T: +33 6 60 17 75 81 E: catherinemetais@marinaworld.com ITALIAN OFFICE Advertisement Representative Ediconsult Internazionale srl piazza Fontane Marose 3, 16123 Genoa, Italy T: +39 010 583 684 F: +39 010 566 578 E: genova@ediconsult.com ASIA PACIFIC OFFICE Publisher’s Representative Suzanna Kovacevic T: +61 438 22 46 09 E: suzanna@marinaworld.com Marina World (ISSN 1471-5856) is published bimonthly by Loud & Clear Publishing Ltd, School Farm, School Road, Terrington St. John, Cambridgeshire PE14 7SJ, United Kingdom. The 2021 US annual subscription price is 0. Airfreight and mailing in the USA by agent named WN Shipping USA, 156-15 146 th Avenue, 2 nd Floor, Jamaica, NY 11434, USA. Periodicals postage paid in Jamaica NY 11434. US Postmaster: Please send address changes to MARINA WORLD, WN Shipping USA, 156-15, 146 th Avenue, 2 nd Floor, Jamaica, NY 11434, USA. Subscription records are maintained at Loud & Clear Publishing Ltd, School Farm, School Road, Terrington St. John, Cambridgeshire PE14 7SJ, United Kingdom. Air Business Ltd is acting as our mailing agent. Marina World is available on subscription at the following cost: 1 year (6 issues) – £80.00 Sterling (0) 2 years (12 issues) – £140.00 Sterling (0) No part of this publication may be reproduced without the prior permission of Loud & Clear Publishing Ltd, the copyright owners. Upon application, permission may be freely granted to copy abstracts of articles on condition that a full reference to the source is given. Printed in the UK by Stephens & George Creating memories Readers of our May/June issue may recall Esteban Biondi’s article on the importance of creating memorable guest experiences. He highlighted his own personal unforgettable professional memory of a seemingly ad hoc (but actually meticulously planned) fish barbecue on a Middle East site inspection tour for The Red Sea Project in 2018. Esteban recalled the phrase “the best human resources for delivering authentic and memorable guest experiences are in the local community.” In this issue, Oscar Siches picks up the baton for memorable experiences and tells us of his time in June this year when he represented Marina World on an organised tour of Galician harbours and marinas. He, and his fellow ‘pilgrims’, bonded, learned, laughed, and worked together in sunshine and rain, on choppy water and along cobbled streets. Total strangers who, due to warm Galician hospitality and detailed planning, enjoyed an ‘experience’ rather than just a marketing trip. We are talking about the “experience economy”; an ever-growing trend that marinas cannot afford to ignore. As Travelopment puts it, “the vacation is what they buy, the experience is what they remember.” Delivering the best customer service and coupling this with the offer of creative, outside-the-box customer experience deserves as much, if not more, attention than maintaining excellent onsite infrastructure. Here are some quotes to conjure with: “We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better.” Jeff Bezos “I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.” Maya Angelou “Whatever you do, do it well. Do it so well that when people see you do it, they will want to come back and see you do it again, and they will want to bring others and show them how well you do what you do.” Walt Disney “Building a customer experience does not happen by accident. It happens by design.” Clare Muscutt “The purpose of a business is to create a customer who creates customers.” Shiv Singh “Always keep in mind the old retail adage: customers remember the service a lot longer than they remember the price.” Lauren Freedman “Customer experience is how someone thinks and feels about your brand before interacting with it, while interacting with it, and after interacting with it.” Vanessa Van Edwards Including a marina in a local or regional destination experience, like Oscar’s Galicia tour, is cutting edge marketing - a different approach that involves multiple players and, as a result, broadens everyone’s horizons. What can you create? © 2021 Loud & Clear Publishing Ltd Views expressed by individual contributors in this issue are not necessarily those of Loud & Clear Publishing Ltd. Equally, the inclusion of advertisements in this magazine does not constitute endorsement of the companies, products and services concerned by Loud & Clear Publishing Ltd. The publisher reserves the right to refuse advertising. Carol Fulford Editor www.marinaworld.com – September /October 2021 5
