Tourism CS Najib Balala. [Photo|MoT]To re-engineer the management of Kenya’s tourism sector, the Ministry of Tourism developed the National Tourism Strategy Blueprint (NTSB) 2030.This is a comprehensive and practical strategy document envisioned to achieve a booming, vibrant and sustainable tourism industry. Tourism CS Najib Balala said one of the pillars of the Strategy is Change and Innovation, with emphasis on technology and service delivery."It is not just about the hotel room - which is a space that must be made interesting. It is the activities related to this space that make a visit memorable. It is that extra mile and effort put in by the hotel and its staff that pulls in visitors and makes them want to come back, again and again," he said.He noted businesses must give their customers positive experience, so as to please them. "This is where consumer experience platforms like mSurvey, through Industry Net Promoter Score (NPS) for Africa, come in handy to enable businesses build customer experience leadership to drive growth," he said, Tuesday.He was speaking during the launch of Africa’s first-ever Net Promoter Masterclass certificate.

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