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

Streamlining Your Customer & Team Communication Flows (w/ Ben Sann of Tour Optima)