Visitor Experience

■ GOAL: Add a Live Chat virtual visitor interface on VisitLakeCharles.org to allow tourist information to assist online and offline visitors by July of 2021.

RESULT: Visit Lake Charles tourist information staff was not able to work from the Welcome Center in 2021 due to storm damage. With the short-staffed marketing team and the loss of the website redesign project manager, the Live Chat virtual interface will be implemented in 2022.

Creole Nature Trail Adventure Point/Satellite Office | Sulphur, LA

■ GOAL: Improve visitors’ self-service abilities by adding free Wi-Fi at the Lake Charles Welcome Center by September of 2021.

RESULT: With the building in disrepair throughout the majority of 2021, this goal was not able to be met. We plan to upgrade to an increased fiber connection to offer this opportunity by summer 2022.

Visit Lake Charles Welcome Center | Lake Charles, LA

■ GOAL: Obtain an overall average rating of four on TripAdvisor for Visit Lake Charles visitor centers and personnel by the end of 2021. Also, use available technology for Tourist Information Manager to educate staff on trends and advances in visitor services strategy monthly.

RESULT: With the main office closed until July of 2021 along with COVID restrictions, there were limitations and natural barriers for reaching this goal. Visit Lake Charles has produced review cards to hand out for Trip Advisor and Google, and this goal is still part of the plan for 2022.