5: Selling the Experience & Crafting a Clear Customer Journey with Russel Astle-Coates

Russel Astle-Coates, Director of Business Development at Tourism Tiger, shares insights on enhancing customer journeys for tour operators. He discusses the importance of accessible information and effective website design, emphasizing customer personas like 'Rush Horry Rose.' The conversation highlights engaging content, such as emotional testimonials and clear communication, to build trust with travelers. Additionally, Russel addresses the challenges of group travel decision-making and the role of strategic information placement in improving customer connections.