Business development case studies

Learn top tips from other tourism businesses on running a successful business and improving your customer experience. 

VisitEngland Awards for Excellence winners from 2016 share their experiences of developing their business and targeting specific markets.

Guest accommodation case study: Old Swan & Minster Mill

Adrienne Eastwood from the Old Swan & Minster Mill in the Cotswolds discusses catering for the dog-friendly market. Her top tips include providing innovative extras for dogs and their owners, engaging staff and having clear rules in place to keep all customers happy.









Hotel case study: Crewe Hall

General Manager Martinus Louwerse of Crewe Hall in Cheshire shares his knowledge on changing trends in the business tourism market. Examples include the importance of healthy food, continually investing in Wi-Fi and embracing modern technology to promote your offer.









Self-catering case study: Wolds Edge Holiday Lodges

Ruth Rowland, owner of Wolds Edge Holiday Lodges & Snug Huts in Yorkshire, describes the innovative activities she has introduced for her guests, including geocaching and Nordic walking. The business has also made the most of its wildlife setting and diversified into the glamping market by introducing its shepherd ‘snug’ huts. You can read more about Wolds Edge in our upcoming Quality Edge magazine feature.









Attraction case study: Roman Baths

Katie Smith from the Roman Baths in Bath shares how the attraction overcame the challenges of an historic site to provide access for all visitors. She also describes quick and easy wins other businesses can implement, the importance of providing advance information for visitors with access requirements and engaging staff through training.









Attraction case study: The Whitworth Art Gallery

Chad McGitchie from the Whitworth Art Gallery in Manchester describes how the attraction has maintained a personalised visitor experience following a major development. Examples include engaging with non-traditional visitors, hosting exhibition-themed chef nights in the restaurant and training staff to be business ambassadors.

Restaurant case study: La Locanda Ristorante Italiano

Maurizio Bocchi, owner and head chef at La Locanda restaurant in Lancashire, explains why using local food suppliers is so important. He also discusses sending his staff to work on farms, how he promotes menu provenance and the role of the business in working with the local community.









Pub case study: Cartford Inn

Patrick Beaume from the Cartford Inn in Lancashire describes how constantly reinvesting is key to a successful tourism pub. He also believes it is important to recruit staff with an open attitude and that social media is the future of marketing.





More business development case studies

Maggie Berry at Brenley FarmGuest accommodation case study: Brenley Farm

Discover how Maggie Berry produces an award-winning breakfast at Brenley Farm by focusing on the elements that can make a good breakfast great.


Sally Jackson from The Pink PigAttraction case study: The Pink Pig

Sally Jackson of The Pink Pig farm park and restaurant explains the importance of engaging staff, using local produce and controlling portion sizes.


Jane Mohan from West Street VineyardAttraction case study: West Street Vineyard

Jane Mohan of West Street Vineyard describes how she set up her business and discusses the importance of working with others and hiring the right staff.


Wendy Logan from Blenheim PalaceAttraction case study: Blenheim Palace

Wendy Logan from Blenheim Palace's shop explains how the business improved its turnover following feedback from customers.


Rob McCready presentingWhat makes a great visitor experience?

Moderator for VisitEngland's accommodation and attraction quality schemes Rob McCready offers tips on how businesses can create a great visitor experience. 


Jackie Croft speakingDeveloping a successful joint-ticketing initiative

Chapter Clerk of Lincoln Cathedral Jacqueline Croft describes how a joint-ticketing initiative with Lincoln Castle has benefited both attractions. 


Pam Foden presentingHow to make the most of your TripAdvisor listing

Our Head of Industry Development, Pam Foden, provides some top tips on how businesses can make the most of TripAdvisor.