Case Studies

The case studies below describe success stories from a range of individuals and organisations.

Casaveen Australia [PDF 146KB]

Casaveen Australia is a manufacturer, wholesaler and retailer of premium, quality knitwear made on-site at Oatlands. Since it began in 1989, the business has built a strong brand for its wool garments and accessories, sold throughout Australia and in Japan. However, it operates in a diminishing national textile manufacturing industry. Owners Clare and Allan McShane recognised in the 1990s that the business needed to diversify to remain sustainable and continue to provide local employment. As a result, they set a goal to become a leading visitor experience - Follow their story.

Hit the Mark with Experience [PDF 108KB]

Experiences – it’s a word that gets used a lot in the tourism industry and can be a source of confusion. Yet businesses that don’t get what is important about experiences for the market, and fail to provide them in a way that matches holidaymakers’ expectations, are being left behind in the competition for visitor dollars. And it’s all because in our rapidly-changing world, our holiday needs have changed.

West Coast Wilderness Railway [PDF 133KB]

Read how the West Coast Wilderness Railway took a fresh approach using the key concepts of thematic interpretation.

Hollybank Treetops Adventure [PDF 210KB]

New Tasmanian attraction, Hollybank Treetops Adventure, has been shaped from the ground up by an understanding of what the customer desires in the way of an experience - but how?

Freycinet Adventures [PDF 189KB]

When Simon and Alison Stubbs started Freycinet Adventures, they had a strong, intuitive sense of what they wanted to achieve, resulting in the development of an award-winning kayaking business - read how they kept the quality without losing the passion.

City of Burnie [PDF 178KB]

Focusing the visitor experience for an entire city? No problem! Read how the City of Burnie adopted a tourism brand strategy incorporating authenticity, creativity and visitor engagement ‘in the passion of industry that is distinctly Burnie’.

Peppermint Bay Cruises [PDF 178KB]

Shhhh … your customers are trying to tell you something! “When we’re doing a cruise, listening is important so we can help our guests create their own experience" says Alex Hale, Guiding Coordinator for Hobart Cruises. It pays to listen to customers.

Celebrity Cruises [PDF 188KB]

Celebrity Cruises is a large cruise ship company which operates in Alaska, the Caribbean, the Galapagos Islands, Europe, South America and the Pacific - consistently recognised as industry leaders. Celebrity Cruises is catering to the mass tourism market and thousands of guests. How can this relate to Tasmanian businesses in order to improve customers’ experiences? The answer is easily. Celebrity’s techniques can be applied to a wide variety of tourism operations and most times will cost very little to implement. Read more to find out how.

Henry Jones Art Hotel [PDF 121KB]

Experience-rich culture from start to finish. It’s no accident that award-winning The Henry Jones Art Hotel, in the heart of Hobart’s waterfront, provides a rich experience for its guests. Not only has the hotel’s distinctive blend of local heritage and art, contemporary design and sense of place been carefully planned and executed but it is delivered through an experience-rich service culture. To find out more read this case study.

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