Good tour design doesn't just help create memorable experiences, it's also a way to build a defensive moat around your business that protects against competitors, copycats, and even AI disruption.
In today's episode, TP hosts Mitch Bach and Peter Syme dismantle the traditional information-based approach to tour guiding and argue for a shift in thinking towards emotional design. They explore how customers drowning in content and knowledge need tours that create feelings rather than deliver facts, introducing frameworks like the "connection triangle" (guide-guest-place), the peak-end rule for memory formation, and the psychology of surprise as a core human emotion. The discussion reveals why designing around emotions like awe, connection, and surprise creates experiences that can't be replicated by competitors or generated by AI.
Mitch and Pete dive into how tour operators can build defensible businesses through unique access, authentic personal stories, and continuous iteration rather than relying on replicable scripts or famous landmarks. Using examples from speakeasy-style walking tours in New York to bonfire dinners with base jumpers in the mountains, they demonstrate how value-based pricing comes from designing experiences that surprise and transform rather than simply meeting expectations.
For more on tour design, join us at our annual conference TourWeek, November 10-13, 2025 in Charleston, SC!
