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Between Booking and Trip Day — The Pre-Trip Experience That Wins Reviews
Tour Operator Growth Podcast
Did you know that most guest satisfaction is shaped before the trip even begins?
In this episode of the Tour Operator Growth Podcast, we break down the often-overlooked part of the customer journey that happens between booking day and trip day. This is the window where guests either become more excited and confident about their purchase… or start second-guessing whether they made the right decision.
Greg and Nikki unpack how confirmation emails, post-purchase communication, real-time updates, and pre-trip messaging can dramatically improve guest confidence, reduce cancellations, increase upsells, and lead to more five-star reviews. They also share real stories from Western River Expeditions, Kilimanjaro, Svalbard, and more to show what great pre-trip communication actually looks like in practice.
This episode kicks off Stage 4 of the Growth Engine: Experiencing. Because the guest experience starts long before anyone shows up at the meeting point.
🚀 Take the Growth Engine Assessment to find out where you might need to improve:
https://www.resmarksystems.com/growth-engine-survey
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Chapters:
00:00 Why the Guest Experience Starts Before Trip Day
02:18 The Swamp Tour That Felt Like a Scam
06:06 How Great Pre-Trip Communication Builds Trust
11:32 The Confirmation Email Every Tour Operator Needs
14:41 Using Post-Purchase Emails to Increase Revenue
17:47 Smart Upsells That Actually Add Value to the Trip
19:46 Why Personalized Communication Reduces Cancellations
21:52 Real-Time Notifications That Improve the Guest Experience
26:07 Pre-Trip Messages That Eliminate Support Calls
29:36 How to Apply This to Day Tours and Short Booking Windows
