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