Customer Service Case Study: Going the Extra Mile
Celebrating the City
INNOVATION THINK TANK MEETING
Customer Service Case Study: Going the Extra Mile
When the Association of Public- Safety Communications Officials( APCO) last met in Baltimore in 2019, their experience fell short of expectations— so much so that they were concerned about future events. That moment sparked the launch of Visit Baltimore’ s enhanced safety planning and community patrol initiatives. In preparation for APCO’ s 2025 return, our Customer Experience team partnered with local safety agencies, hotels, the Baltimore Convention Center, M & T Bank Stadium and 911 call center operators to address every concern and rebuild trust. Together with our marketing team, we created a citywide welcome that included personalized pre-con meetings, destination features in APCO Magazine and curated tours led by Baltimore ambassadors such as Chris Riehl of Rent-A-Tour. The event’ s success was so powerful that the planner joined our Customer Advisory Board( now called Innovation Think Tank) and is now one of Baltimore’ s strongest advocates.
The Innovation Think Tank( ITT) group is comprised of senior-level association, corporate and independent meeting professionals who have volunteered to advise the city regarding best practices and key issues impacting the meetings and convention industry.
We hosted 13 customers in June 2025. In this meeting the ITT customers worked through a SWOT analysis of Baltimore as a meeting destination and Visit Baltimore leadership provided updates to our ITT customers.
CUSTOMER EXPERIENCE( CX) DEPARTMENT
In FY25 CX serviced:
• 144 groups of all sizes( 44 of these were citywides)
• 41 site visits
• 3 trips to promote Baltimore for future conventions / events
• 7 groups with a special service assist representing 7,853 room nights
Celebrating the City
SHOWCASING BALTIMORE’ S AUTHENTIC DIVERSITY AND CULTURE
In September 2024, Visit Baltimore launched a vibrant new video designed to showcase the city to a younger generation of meeting planners interested in bringing their diverse groups to our inclusive destination. The video features our many neighborhoods, arts and culture, nightlife, history, amazing food and so much more as it invites people in to see for themselves. The video premiered during the National Coalition of Black Meeting Professionals’ State of Black Tourism event in Washington, D. C. CLICK HERE TO WATCH.
18 VISIT BALTIMORE