Tourpreneur Tour Business Podcast

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!For more show notes, visit tourpreneur.comJoin our 20,000 member Facebook group!Our annual conference, TourWeek 2025 is open for registrations!Timestamps00:00 Introduction to Tour Optima01:37 Understanding Communication in Tourism03:05 Streamlining Operations for Multi-Day Tours05:54 Enhancing Guest Experience Through Communication09:10 The Balance of Communication and Engagement10:15 Simplifying the Customer Journey12:46 Real-World Communication Challenges16:54 Ideal Communication Map for Tours20:26 Integrating Technology in Tour Operations26:20 Optimizing Customer Communication in Tours30:31 Enhancing Pre-Booking Communication Strategies32:05 Balancing Customer and Operational Journeys34:19 Streamlining Vendor Communication for Tours35:35 Leveraging Data for Marketing and Customer Insights40:05 Understanding Customer Booking Behavior44:12 The Future of Technology in Tour Operations

Katalina Mayorga, the dynamic founder of El Camino Travel, is revolutionizing group travel for millennials with a focus on community and connection. She discusses the evolution of her brand from its roots in international development and how technology is enhancing travel experiences. Katalina emphasizes building strong DMC relationships, the power of authentic community engagement, and the importance of defining your target audience. She also shares insights on personal leadership in a post-pandemic world and the emotional bonds created through travel.

We all know good reviews are important, but what deeper insights can reviews give us about our tour businesses, and our industry?To answer that, Anna Cashman, Head of B2B Brand & Insights for GetYourGuide, led an effort to analyze 3.1 million reviews with comments. Her team parsed the data to understand trends and takeaways for tour operators. She joins Peter, Chris and Mitch on the podcast to talk through what this all means for tour operators.We were surprised by some of the report's insights: What countries leave the most reviews? Who are the most critical reviewers? How many reviews ensures a successful product? Why are attractions so popular but so poorly reviewed? What kinds of tours get the best reviews?Download the Review ReportGetYourGuide's Spring 2025 Unlocked Release for SuppliersJoin GetYourGuide as a supplierAnna Cashman on LinkedIn

Well, the new Airbnb 2025 Summer Release is upon us. The just hosted a big, splashy launch event for its reboot of Experiences, and also introduced Airbnb Services, featuring dozens of categories of new bookable offerings, from nail care to personal chefs. What does this mean for the future of Airbnb, for the tours & activities sector, and for Experience Hosts? Let's dive in!Mitch Bach and Peter Syme invited Ben Gollan to share his insights. Ben is one of Airbnb's most popular NYC hosts, and has been with the platform since the early days. He's hugely optimistic about the new direction and investment Experiences is taking, and it's nice to hear his positivity about the platform's potential. Given the launch of Airbnb Services, Mitch and Pete look at what all of this means in the bigger picture for Airbnb, for the tours & activities sector, and where Airbnb gets it right and where there's room for improvement.

Mitch Bach sat down with João Perre Viana, the founder of Walking Mentorship, to talk one thing we tour operators are all familiar with: walking.But not many of us design week-long trips where all you do is walk. Sometimes alone. Sometimes in a group. That's it. Beyond some shared meals and moments, there isn't much of a plan. Each group takes on a different spirit, but it's all guided by a mentor who along the way tries to facilitate and gently foster personal transformation. What that looks like is up to the individual guest.This conversation veered away from the nitty-gritty of business, and towards diving into the importance and magic of what we do as experience creators.For more show notes, visit tourpreneur.com. And be sure to join nearly 20,000 tour operators in our Facebook group!1. Introduction to Walking Mentorship [00:00:09]Joao’s background and origins in PortugalIs Walking Mentorship a tour company?2. Joao’s Personal Journey and Spark for Walking Mentorship [00:01:16]The first Camino de Santiago in 1993The impact of the walk and self-discoveryRealization of a calling to this work3. Founding and Early Development of Walking Mentorship [00:04:23]Corporate career delay and returning to the ideaEmail to “fools, friends, and family,” and pilot programsEarly feedback and attempts to give up on the idea4. The Nature of Walking Journeys as Transformational Experiences [00:07:14]Layers of experience: curiosity, physicality, purpose, self-understanding, spirituality, cultureDoors in a room analogy for guiding participant journeys5. Participant Freedom, Responsibility, and Structure [00:12:06]Emphasis on total freedom and responsibilityRare participant withdrawal and the ethos behind the program6. Difference Between Typical Travel and Mentorship Walking Journeys [00:13:10]Critique of traditional, structured, checklist-driven toursDeprogramming guests and creating space for transformation7. Risk, Challenge, and Your Personal “Everest” [00:17:26]Meaning of risk (internal vs. external threats)The “wolves” participants face within themselvesEnsuring physical and psychological safety8. Common Motivations and Unique Outcomes [00:19:55]The universal quest or search among participantsEvery individual’s unique journey and needs“There is no replay” principle9. The Mentorship Structure and Methodology [00:22:20]Mentor’s responsibilities and boundariesPreparing participants for returning homeStructured support with eventual independence10. Designing for Difficulty and Personal Growth [00:26:53]Backpack packing as a life metaphorBalancing physical challenge with adaptabilityReading the group and tailoring the journey11. Practical Aspects and Device Usage [00:32:22]Approach to phone/device use on programsFostering mindful interaction with technology12. Lessons for Day Tour Operators and Short-Form Experiences [00:35:16]Applying listening, eye contact, and personalization even to short toursOffering small but impactful experiences13. The Art of Listening and Asking Questions [00:40:04]Listening as a crucial guiding skillAsking questions through storiesTechniques for prompting deep reflection14. Walking Mentorship Methodology: “Survival Kit” [00:44:40]Four stages: Slowing Down, Reconnecting, Gaining Perspective, Taking ActionToolbox of facilitation methods and adapting to the moment15. Working with Corporate Groups [00:51:36]Parallels between corporate groups worldwideDepth of impact in team environmentsEqualizing power structures and fostering trust16. Empathy, Conflict, and the Power of Walking Side-by-Side [01:00:08]Walking as an equalizer, building empathy beyond verbal communicationPractical examples with diverse and conflicting groups17. Broader Mission and the Potential of the Travel Industry [01:06:15]The urgency of empathy-building travel experiences in a divided worldTourism’s unique opportunity and challenge18. Reflections on Personal Growth and Lifelong Learning [01:03:16, resumes at 01:11:30]Lifelong curiosity, humility, and self-improvementGiving individuals autonomy and intention

Kelly Tompkins is the Founder & CPO of ReserveX, building software infrastructure that connects the components of our whole industry: Multi-Day tours, Day tours, Travel Advisors, OTAs, Meta-Search, and more.He's also been in the industry for a long, long time.Together with Tourpreneur host Peter Syme, Kelly talks about where the industry has been, and where it's going. He specifically looks at the disconnects in selling multi-day tours, how API connectivity can open your company up to more sales channels, but also the challenges in creating digital multi-day inventory.Along the way he also talks to Peter about how AI will change tour booking flows, and much much more.As always, visit tourpreneur.com for more resources and join our nearly 20,000 member free Facebook community!

TP team members Mitch Bach and Peter Syme talk to Chris Mark, Head of Connectivity for GetYourGuide.As we continue our Connectivity Series, we're looking at the people building the plumbing that make our industry work. When you list your tour on GetYourGuide, you might not understand the way in which it gets shared on other platforms, and how it integrates with your booking software, to bring you more sales but also make the whole process seamless.We sat down with Chris who is one of the architects making best-in-class connectivity. He comes from the tech industry, specifically Uber Eats, and learned a lot about what it takes to build the tech the makes sure everything works together nicely.Listen to the end, because Chris shares his opinion on the value proposition about tour marketplaces.More info & links at tourpreneur.com

In this episode, Mitch Bach and Pete Syme interview fellow Tourpreneur partner Chris Torres, a seasoned marketing expert, who shares insights from his extensive career in the industry.Chris announces the sale of his business, discusses the evolving landscape of marketing, and emphasises the importance of storytelling and innovation in attracting customers.The conversation covers the differences between marketing strategies for day tours and multi-day tours, the significance of print marketing, and what tour operators should look for in a marketing agency. Chris also reflects on his future plans and the changes in his professional journey.Tourism Marketing AgencyTrikon GroupRead the full Press ReleaseTakeawaysChris Torres has been in marketing and design since he was 16.He sold his business after 17 years to focus on new opportunities.Marketing is more crucial than ever in today's cluttered landscape.Agencies must adapt to technological changes and customer needs.Tour operators should invest in long-term marketing strategies.Video content is a powerful tool for differentiation.Understanding your customer is key to effective marketing.Print marketing remains relevant and impactful.Agencies should be evaluated based on results over time.It's important for operators to know when to move on from an agency, and vice versa.Chapters00:00 Introduction to Chris Torres and His Journey01:24 Chris Torres Announces Business Sale03:48 The Importance of Marketing in Today's World07:46 The Evolving Role of Marketing Agencies11:06 What Tour Operators Should Look for in Agencies13:30 When to Move On from an Agency18:04 Day Tours vs. Multi-Day Tours Marketing Strategies19:53 Standing Out in a Crowded Market26:02 The Role of Print Marketing27:34 Looking Ahead: Chris's Future Plans

Evan Frank, CEO of Fora Travel and former CEO of Context Travel, shares insights on the changing dynamics in the travel industry. He discusses how travel advisors are evolving into modern, relatable figures, leveraging social media and relationship-building skills. The importance of multichannel distribution and personal branding for tour suppliers is highlighted. Evan also emphasizes proactive planning in travel experiences, showcasing how technology reshapes the connection between advisors and operators in this post-COVID landscape.

This week we begin a mini-series on connectivity: interviews with people helping tour operators grow their B2B partnerships through tech tools that connect with other industry sectors.We start the series off looking at short term rentals. This is often a desired B2B relationship for tour operators, but one that's hard to decipher and connect with.Our guests are Karen Piscitelli, Founder of Explorabout and Annie Holcombe of the channel manager NextPax. Karen is building a platform to allow property managers to tap into inventory of unique bookable experiences, and Annie is an expert in the connectivity landscape for the short term rental market.We look at:how to understand the short term rental spacestrategies tour operators can use to creatively connect with property managerstech challenges in connecting properties to tours & activitiesworking with OTAs like Airbnb vs. direct relationships with propertieshow Explorabout and Nextpax are thinking about channel management andthe opportunity for designing tours in partnership with property managersopportunities in remote workersShow notes and more available at tourpreneur.com