Keeping Loyal Customers While Growing

When Christian Wolters rejoined Intrepid Travel, his goal wasn’t to reinvent the brand—it was to reconnect it to its core. As President for Canada and GM of Marketing for North America, Christian brought a global perspective to a local challenge: how to ensure that Intrepid’s messaging reflected its values, operations, and guest experience.

At the time, Intrepid already had strong credentials as the world’s largest B Corp-certified travel company—but its marketing had become noisy. Christian’s task was to bring back clarity and alignment.

In this episode, he shares how the team rebuilt trust through transparent messaging, simplified their email strategy, and launched bold campaigns—like “Offsetting is not enough”—that prioritized substance over slogans.

We explore how brand credibility starts internally, how even small teams can clarify their voice, and why the most effective growth strategy is simply this: make sure what you say matches what you do.

Top 10 Takeaways

Here’s what stood out from Christian’s approach to brand leadership at Intrepid Travel—and how you can apply the same principles no matter your team size or marketing budget:

Marketing only works when it reflects what’s real

Before crafting new campaigns, Christian focused on whether the brand’s messaging matched the guest experience. Effective marketing starts with operational alignment, not just creative ideas.

Less content can create more impact

Intrepid eliminated 70% of its email marketing output. By reducing noise and focusing on relevant, high-quality communication, they saw stronger engagement and a better connection with their audience.

Transparency strengthens your position

Instead of promoting carbon offsets as a total solution, Intrepid launched a campaign that openly stated: “Offsetting is not enough.” That honesty sparked deeper trust among travelers who care about sustainability.

Internal stories are the foundation of brand identity

Christian built Intrepid’s external messaging around what employees already cared about and talked about. That made the brand more authentic, more consistent, and easier to rally around.

Clarity attracts the right people

Getting specific about Intrepid’s values helped bring in better-fit travelers, partners, and employees. When you know what you stand for, the right people find you—and the wrong ones self-select out.

Show up with your real voice, not someone else’s

Christian encouraged small operators to speak in their own words. You don’t need slick campaigns to earn trust—just a clear point of view and consistency in how you show up.

Sustainability starts with how you operate

For Intrepid, being a responsible travel company isn’t just a message—it’s built into how trips are run, how suppliers are chosen, and how decisions are made. Marketing simply tells that story.

Internal alignment makes external messaging stronger

Christian made sure every team member could explain the brand’s purpose and values. When your team understands the story, they can embody it and share it more naturally with guests.

Rebrands can help clarify—not just refresh—your identity

Intrepid’s rebrand wasn’t just about visuals. It was about focusing the company’s message and voice to reflect its mission more clearly and consistently across all channels.

Small teams can apply the same approach

Even without big budgets or a full marketing department, operators can build stronger brands by focusing on alignment, simplifying their message, and staying grounded in purpose.