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Refresh your
product to
maximise profits
Great Tourism Experiences
Match the target market
Unique and authentic
Memorable
Quality and consistency
Deliver on the promise
To be
engaged
To be surprised
To tell friends
and family
To be entertained
To learn
Experience
Seeker
Review
Refresh
Relaunch
5
Delivering a great
tourism experience
Review your business
MARKET
Who is my market?
What does research say about the experiences
consumers are seeking?
PRODUCT
Is my product still fresh?
When did I last change or add to my
services?
Can I improve the way I engage with my
customers?
USP
What is my USP?
Is it still competitive?
Tourism Manager RTO
Destination NSW Tourism Australia
Review your market
Review your product
• Provide feedback surveys to customers
• Consult your staff for suggested improvements
• Pay attention to online reviews of your product
• Consider using mystery shoppers
• Visit your own business as a customer
• Review your competition
Review your USP
• Is it still competitive?
• Is it still unique?
• Does it fit with my market?
• Do I need to develop it further?
Image Credit: BridgeClimb Sydney
Refresh your product
• Refresh your site and facilities
• Refresh your customer service
• Upgrade your service online
• Aspire to add value
• Buildings, gardens, entryways
• Public spaces
• Rooms, furniture, décor
• Vehicles – interior and exterior
• Gear and equipment
• Signage and interpretation
Refresh your site and facilities
Refresh your customer service
Web search and
your website
Trip Advisor and
other review sites
Enquiry
Booking
process
On arrival
Checkout
and
farewell
After the visit
During the
stay or tour
Upgrade your online service
• Your website
• Finding and booking your product online
• Social media and mobile platforms
www.atdw.com.au/tourismekit
Aspire to add value
Experiences
Welcome
Hands on activities
Educational elements
Services
Pampering
Local/gourmet foods and wines
Events
Engagement
Meet local identities
Talk to local experts
Image credit: Don Fuchs; Destination NSW
Relaunch your product
• Consistent branding essential
• New images and media release
• Update your website and use social media
• New brochure or trade fact sheet
• Host a familiarisation visit
• Tell your current customer base
• Tell your distribution network
• Tell your local VIC, RTO and Destination NSW
Review
Market, product, USP
Refresh
Site & facilities, customer service, online
Add value
Relaunch
17
Remember