Interviews and insights to help tourism businesses become remarkable.

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Customer Experience

5 Key Questions to Improve your Tourism Business’ Customer Experience and Close More Sales

Marketing psychologist Kit Yarrow notes that customers want five things from a purchasing decision1:to feel more in control to reduce the fear of...

Life changing marketing.

Marketing is not a battle, and it’s not a war or even a contest. - Seth Godin.Your competition is not the lady down the...

Different is better than better.

One could create a better pub than most. It would have a nicer chairs, more modern design, a marble bar and all the trappings...

Your brand is only as strong as its weakest customer touchpoint.

Picture this. You have a tremendous face-to-face interaction with a potential customer. Sold – you think!So despite knowing your website is out-of-date, you send...

Spotlight on a great tourism business – Old Timers Mine, Coober Pedy, Australia.

Coober Pedy is a small town in outback South Australia. It's roughly 800 kms from the nearest capital city and not really a destination...

Do these 7 things and you have a Customer Service Strategy for your tourism business.

Train your team. Don’t leave customer service to chance. A mission and values statement on the wall does nothing to compensate for lack of...

Want to build a better tourism brand? Know your role.

It is your role to know your customer. Not your customer’s role in knowing you.The more work you make the customer do, the less...

The dilemma of too many options – how to quickly confuse your customers.

Imagine you’ve just jumped out of the car, and you’re walking into the grocery store to grab some steak for dinner.You walk into the...

The best way to improve sales, guaranteed.

Improve your product.That's all, folks. Here's How: Delighting your customers is buried in the details.If you don’t design a remarkable experience, your competitor will.What are your...

Expert in the field: We review this Animal Park and show how they could improve their positioning and attract more people.

By the time you have taken your second step into the aviary, hundreds of birds fly towards you. Place your arms out in front...

Why there is no other place like Disneyland, and what you can learn from it.

Disneyland is a theme park. Essentially a collection of rides and experiences to thrill and excite you for the day. There are many theme...

If you don’t design a remarkable experience, your competitor will.

Picture this. You’ve headed off for a weekend away with the family. You have your camper in tow and are looking forward to some...

Why you should respond to every customer review.

Think of reviews like a handshake. If someone walked up to you at a function and extended their arm gesturing to shake your hand,...

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