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Unlocking Local Pride: How Experience Columbus Achieved Exceptional Engagement

Downtown_Columbus_Photo_by_Randall_L_Schieber_ec59ad17-e7bf-440c-8e7e-bc27e44a2592

Industry

Destination Marketing

Challenge

Experience Columbus needed to effectively educate and empower local stakeholders and frontline tourism workers to consistently deliver accurate, engaging, and high-quality interactions with visitors. Before implementing the Insider Program, participants lacked standardized knowledge about local attractions, resources, and visitor engagement best practices, potentially impacting visitor satisfaction and community reputation.

Results

Experience Columbus achieved exceptional participant engagement, with lesson completion rates consistently between 90% and 100%, demonstrating highly effective content delivery. Participants reported increased confidence and deeper knowledge of local attractions and resources, directly enhancing their interactions with visitors. Ultimately, this strengthened community pride and elevated the overall visitor experience in Columbus.

Key Service

Learning Experience Technology

experiencecolumbus.com
1,087
New Enrollments
100%
Completion Of Key Lessons
$15K
Annual Net Savings
$23+
Average Net Income Per User

I also want to say how much I appreciate this team’s help with getting the new site up and running for us! Things are working well so far, and it’s definitely easier to use than our last setup. Thank you for all that you do!

Marie K

Experience Columbus

I just have to say wow! That resource document is amazing and full of great information. It made me so happy we moved to this platform because of all the support you provide for programs like ours.

Marie K.

Experience Columbus

Experience_Columbus_July_086_212a1fcf-ae1c-4d0f-8887-3829eca6b3af

About Our Partner

Experience Columbus is the official destination marketing organization (DMO) responsible for promoting Columbus, Ohio, as a premier visitor destination. Dedicated to enhancing visitor experiences and community engagement, the organization drives significant tourism growth through strategic marketing, community programs, and education initiatives. Recently, Experience Columbus has successfully launched innovative training programs, such as the Experience Columbus Insider Program, strengthening local hospitality and enhancing visitor satisfaction.

The Challenge

Before partnering with Learn Tourism, Experience Columbus recognized untapped potential in improving how frontline workers and community members engaged visitors. Without standardized training, stakeholders lacked consistent knowledge and messaging about local attractions and visitor services, which risked negatively impacting visitor satisfaction, community reputation, and missed opportunities for increased tourism spending. Learn Tourism’s Experience Columbus Insider Program provided a proactive solution to standardize education, empowering participants to confidently deliver engaging, informed experiences to visitors.

The Solution

Experience Columbus sought a comprehensive solution that combined advanced LMS technology, instructional design excellence, technical reliability, and deep tourism expertise. They evaluated multiple training and education platforms but ultimately chose Learn Tourism due to its unique integration of customized content, industry-specific knowledge, and intuitive learning tools tailored explicitly for destination marketing organizations. Learn Tourism’s proven track record, ease of course management, and exceptional support capabilities made it the clear choice for empowering their frontline teams and community advocates.

 

"The program significantly boosted my confidence in interacting with visitors, thanks to clear and engaging lessons." - Participant

The Results

Experience Columbus achieved outstanding results through its partnership with Learn Tourism, notably evidenced by a 90%–100% lesson completion rate and strong participant knowledge retention, with numerous quiz scores of 100%. Qualitatively, participants expressed increased confidence, deeper understanding of local resources, and enhanced pride in their community. One participant remarked, "The program significantly boosted my confidence in interacting with visitors, thanks to clear and engaging lessons." Collectively, these results illustrate the transformative impact Learn Tourism made on the visitor experience and community engagement for Experience Columbus.

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