The nature of customer's behaviour and needs is indeed changing. Innovation is key for marinas to survive.
Today’s marina managers need to adapt fast in rapidly evolving and maturing marine environment.
Marina users expect ability to communicate with marina and order marina services from anywhere anytime, with other words they would like “to take marina with them” when they are home or at the sea. They would like to have ability to order not only general services but also individual services anytime from any mobile device, for example ordering bottle of champagne on arrival.
Marina users also expect that they could “take their boat home”, which means having ability to control and check the real-time condition of their boat through software’s camera from any mobile device anytime.
Marina user and staff require fast, immediate and preemptive responses while raising a request. For example innovation - assistance per berthing/arriving will keep marina staff on alert when customers come near marina on water/land and therefore enables marina users to self-order assistance per berthing/arriving from any mobile device any time.
The ratio between self-help and staff-help must be provided in the appropriate level depending on the service specifics and customer needs.