Interviews and insights to help tourism businesses become remarkable.

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Customer Experience

The Most Instagrammable Outdoor Shower in Australia – and what you can learn from it for your Tourism Business

After being on the road travelling Australia with my family for nearly 18 months already, it’s fair to say I’ve picked up a few good ideas for holiday parks along the way.Working in tourism for such a long time before hitting the road, most of what I knew about...

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 making a mistake to simplify the decision process to offer clear and immediate emotional benefits, and to be free of obstaclesAs such, if you want...

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 road or the business across the street.Your competition is yourself - to create a product remarkably different and excellent.A product or service that solves a...

One Popular Belief About Tourism Businesses Crushed In Just a Few Paragraphs

One could create a better pub than most. It would have a nicer chairs, more modern design, a marble bar and all the trappings you'd expect at the Ritz. Put said better pub on a transit route in the Australian Outback and you still wouldn't go close to how popular...

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 Sold – you think!So despite knowing your website is out-of-date, you send them to learn more and make a purchase.But your website is out of date. It has old images, isn’t mobile-friendly, and the fonts sizes are...

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 unto itself, unless you're an opal miner.It is a town used by visitors travelling the main road between Adelaide in the South of Australia, and...

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 training. Consistently deliver. Once the customer services expectation is set, hold the entire team accountable to deliver the expectation every time. You create your customer’s perception...

One Simple Tip to Change How You View Everything About Your Customer

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 likely they are to buy from you or build affinity with your brand.Every time your customer has to pause to ask themselves ‘Is this relevant?’...

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 store, confronted by the most incredible range of steak you’ve ever seen. Not only is there all the varieties, but the types of beef is...

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 customers actually buying?A far less used tool, more important than the Customer Journey, for tourism marketing.Why there is no other place like Disneyland, and what...

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 of you. You will be covered from fingertip to shoulder in colour by birds of all sizes and species in no time at all.An up-close...

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 parks around the world but only one Disneyland.What is so different about Disneyland, which captures the imagination of generations who share the enthusiasm to go?...

A Story of Astonishingly Good Customer Experience You Will Think Is an Impossible Standard

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 downtime by the pool. The kids are looking forward to having some freedom to have fun around the holiday park without too much supervision.When you...

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, it would seem strange, if not rude, to ignore it and leave the person hanging.Leaving a review not responded to, is akin to leaving a...

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