Oh Oh, this episode is Magic! It's a runaway train of exciting, high-impact topics, and at the heart of it, is...you guessed it, guest experience!
In this episode, we get new insights on guest experience from the lens of an inimitable, tourpreneur, Peter Syme from Disrupt Travel. Peter is an accomplished, forward-thinking, and customer-driven visionary, whose talents are legion. He is a tour industry veteran, adventure specialist, strategic advisor, and world-renowned speaker.
In this 2 part series, we discuss the changing landscape of guest experience and how and why hosts and accommodation operators must understand their customer behaviour to ensure they are prepared for the future. How technology is changing within the hospitality sector. How you can make sure your products or experiences uniquely meet customers’ needs, going beyond the everyday functional logistics to creating emotional hooks with impact, and if you’re struggling to find a balance between effectiveness and efficiency, Peter has some great advice on that too.
I absolutely loved recording this episode and I hope you love listening to it too. What - A - Legend.
Notes
00:00 The Biggest Opportunities Your Missing Out On featuring Peter Syme
01:09 Intro to Peter and his business
02:09 What attracted Peter to hospitality.
03:07 Why we have to work together as an industry
04:59 How the pandemic has changed the industry
06:03 Taking advantage of digitization to make up for staff shortages
09:35 Finding the balance between efficiency and effectiveness
14:01 Marking the customer’s journey pre-arrival
16:32 Pre-booking conversions
26:35 Trend to unique experiences from more demanding guests
