Lisa and I have been talking numbers. It’s not her strength, she loves the people more and she knows she’s got to focus on learning to love the numbers, number-crunching and hitting targets, and driving high performance. In 2024 the team has some big targets to hit. “But, how do we make the non-tangible elements […]
Destination NSW Visitor Economy Forum Takeaways
There were a lot of amazing takeouts from last week’s Destination NSW Visitor Economy Forum. Of particular interest are the insights, trends, and data around what does, might, and will affect people and importantly people leadership. The reminder about the significance of “Intergenerational Understanding” was critical with often up to 4 generations potentially working together. […]
Navigating the Path to Authenticity: Communicating Your Tourism Business’s Values to Customers
In the realm of tourism, where choices abound and experiences vary, one vital factor sets exceptional operators apart: clarity in conveying their values to customers. It’s not enough to merely have values; it’s about making those values crystal clear to your audience. Here’s a roadmap for tourism operators on how to communicate their core values […]
Harnessing Holiday Longing to Attract Visitors
In the world of tourism, there’s a powerful yet often overlooked concept that can be leveraged to attract more visitors to your business: Vacation Deprivation. This phenomenon, where individuals yearn for a holiday but struggle to take one, presents a unique opportunity for tourism business leaders to stand out and cater to the desires of […]
Key Takeaways from the NoVacancy Conference: Insights for Tourism & Hospitality
Last week I attended the NoVacancy Conference held at the ICC in Sydney. With an impressive show floor exhibiting innovative solutions to technology, design and distribution, it certainly had something for everyone. In particular, I was drawn to the range of expert speakers and panels presenting throughout the 2 day across a range of topics […]
The Power of Exceptional Customer Service in Venue Selection: Insights for Tourism Leaders
In the ever-evolving landscape of the tourism industry, customer service remains the cornerstone of success. As I find myself in the midst of choosing event locations and finalising arrangements for our upcoming Growth Intensives, the pivotal role of exceptional customer service becomes strikingly apparent. Let’s delve into this journey through venue selection, where the narrative […]
Listening for Customer Wants, Desires, Fears and Frustrations
Back in July school holidays, we had the MOST amazing family holiday to Cairns and surrounds. We’ve been before and this time was special. We mixed up the wants and desires of family members. We took care of fears and frustrations. This meant – we had everyone’s needs met. We had rest days / pool […]
Little Touches make a Big Difference
It was a simple green blanket. Not sure if it was the choice of green or the texture and warmth it exuded, however, I let out a very large sigh of relief and pleasure walking into this hotel room. In fact, there were many sighs of pleasure during this recent stay in regional NSW, because […]
Setting Staff Up for Success
Let’s imagine for a minute this is Chris and it’s a Tuesday night. It’s early, only 5:30 pm at the bar, however, suddenly 120 people descend and service is required. There is only 1 bar person on duty….. Chris. Now there are a few scenarios possible. Scenario One: Chris is amazing, and able to look […]
“Aloha” … You had me at hello
Made famous by Renee Zellweger and Tom Cruise in the movie Jerry Macguire in ‘96, the expression “you had me at hello” has never been more important for tourism businesses. The initial connection and rapport – a truly genuine and heart-felt hello and welcome is fundamental to the customer’s experience. Whether it’s via telephone, in […]