Benjamin Sann is the CEO of Tour Optima, a communications platform and white-labeled app solution that offers streamlined messaging between your business and your guests, guides, and internal team.
Communication is everything. How are your guests receiving the itinerary and important updates? How are they being prompted to review and tip the guide at the end of the tour? How do you handle group communication blasts throughout a multi-day tour?
In this episode we talk about how to streamline your communications flow throughout the entire customer journey, from pre-booking to on-tour to post-tour follow-up. Ben is filled with great advice for when and how you should be communicating with your customers, this is a must-listen!
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Timestamps
- 00:00 Introduction to Tour Optima
- 01:37 Understanding Communication in Tourism
- 03:05 Streamlining Operations for Multi-Day Tours
- 05:54 Enhancing Guest Experience Through Communication
- 09:10 The Balance of Communication and Engagement
- 10:15 Simplifying the Customer Journey
- 12:46 Real-World Communication Challenges
- 16:54 Ideal Communication Map for Tours
- 20:26 Integrating Technology in Tour Operations
- 26:20 Optimizing Customer Communication in Tours
- 30:31 Enhancing Pre-Booking Communication Strategies
- 32:05 Balancing Customer and Operational Journeys
- 34:19 Streamlining Vendor Communication for Tours
- 35:35 Leveraging Data for Marketing and Customer Insights
- 40:05 Understanding Customer Booking Behavior
- 44:12 The Future of Technology in Tour Operations
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