The Voice of Experiences Arival - The In-Destination Voice

Summary

In this conversation, Janelle and Stephen discuss the importance of LGBTQ+ travelers. They explore the meaning of LGBTQ+ and its variations, as well as the significant economic value of LGBTQ+ travel. The guests, Glenn Tkach and Rebecca Fisher, share their experiences in designing and leading LGBTQ+ history tours in Vancouver and Philadelphia, respectively. They discuss the challenges of uncovering and presenting LGBTQ+ history, as well as the impact of their tours on different audiences. The conversation also touches on the age demographics of LGBTQ+ travelers and the importance of authenticity and storytelling in engaging with this audience. Overall, the conversation emphasizes the need for tour operators to prioritize inclusivity and representation to attract and cater to LGBTQ+ travelers.

Key Takeaways:


LGBTQ+ travelers are a valuable market in the tourism industry, with an estimated annual value of $200 billion.
LGBTQ+ history tours provide an opportunity to share untold stories and educate people about the LGBTQ+ community and its history.
Designing LGBTQ+ history tours can be challenging due to the lack of easily accessible historical records, but it is important to uncover and share this history.
LGBTQ+ travelers tend to be younger, with a smaller percentage of travelers in the 55+ age group, likely due to the impact of the AIDS epidemic and discrimination faced by older LGBTQ+ individuals.
Engaging with difficult and sad aspects of LGBTQ+ history on tours is important, but it is also essential to balance it with celebration and pride.
Authenticity and storytelling are key in creating meaningful experiences for LGBTQ+ travelers. LGBTQ+ travelers tend to be more interested in walking tours and are often from the age group of 35 to 54.
Queer families, with parents bringing their queer children, are often seen on tours as a way of showing support and learning about LGBTQ+ history.
Making LGBTQ+ travelers feel safe and welcomed is crucial, and tour operators can achieve this through casual mentions of LGBTQ+ inclusivity in marketing and engaging with the community through donations and support.
Inclusivity and representation are important not only for LGBTQ+ travelers but also for allies and those who prioritize diversity and sustainability.
By prioritizing inclusivity and representation, tour operators can attract a broader market and make their experiences welcoming for everyone.

You can find out more about and connect with the speakers here:


⁠⁠Glenn Tkach, Professional Guide & Speaker, Forbidden Vancouver Tours
Rebecca Fisher, Beyond the Bell Tours

You can find out more about the research that we mention in the episode here:


⁠⁠⁠⁠⁠⁠⁠⁠⁠2024 Experiences Traveler Outlook⁠⁠⁠⁠⁠⁠⁠⁠⁠ - The 2024 U.S. Experiences Traveler Outlook report delves into the state of the U.S. experiences traveler – who they are, what they want, what are they looking for in 2024 – and some key trends shaping the tours, activities and attractions sector for the coming year. 


⁠⁠⁠⁠⁠⁠⁠⁠⁠2024 US LGBTQ+ Experiences Traveler - This study delves into the mind of the LGBTQ+ experiences traveler – who they are, what they want, and how they research, book and share experiences. This new report, exclusively for Arival Insider Pro Access members, presents essential consumer insights on U.S. experiences travelers who identify as LGBTQ+, and how to reach this lucrative segment of travelers — the LGBTQ+ travel market is estimated to be worth $65 billion in the U.S. alone. 
What Queer Families Want from Travel - Travel Weekly



Connect with the hosts of The Voice of Experiences, ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Stephen Joyce⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ and ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Janelle Visser⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠.⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠

If you are not an

Summary

In this conversation, Christian Watts from Magpie Travel discusses the impact of AI on tours, activities, and attractions. The discussion covers the use of AI in rewriting content, customer service, and personalized trip planning. The conversation also delves into the challenges and opportunities of using AI, as well as the tools and technologies being used in this sector. The conversation covers a wide range of topics related to AI in tourism, including the impact of AI on human interaction, the use of AI in tour operations, the ethical considerations of AI-generated content, and the potential implications for consumer trust. The discussion also delves into the practical applications of AI in the tourism industry, such as customer service, content generation, and storytelling. Additionally, the conversation explores the role of AI in responding to reviews and the importance of maintaining brand credibility in the age of AI-generated content.

Key Takeaways:


AI is being used in rewriting content, customer service, and personalized trip planning for tours, activities, and attractions.
The tourism industry faces challenges and opportunities in leveraging AI for enhancing customer experiences and operational efficiency.
Tools and technologies such as ChatGPT, Gemini, and other AI models are being used in the tourism sector to improve content creation, customer interactions, and personalized experiences.
The use of AI in the tourism industry requires a balance between automation and personalized human experiences, presenting both opportunities and challenges for operators.
SEO and content quality remain important factors in getting found by AI models, similar to traditional search engines like Google.
The conversation highlights the need for operators to adapt to the evolving landscape of AI-driven search and customer interactions in the tourism industry. AI has the potential to disrupt the tourism industry and raise questions about the balance between human interaction and AI assistance.
The use of AI in tour operations can enhance customer service and streamline operational processes, but it should be complemented by the human touch.
Ethical considerations arise when using AI to generate content, and maintaining brand credibility is crucial in the age of AI-generated content.
AI can be a valuable tool for responding to reviews, but it's important to ensure that the content maintains authenticity and trustworthiness.
The future of AI in tourism will require a balance between leveraging AI's capabilities and preserving the human element of storytelling and customer interaction.

You can find out more about and connect with the speakers here:


⁠Christian Watts, CEO Magpie Travel

You can find out more about the research that we mention in the episode here:


⁠⁠⁠⁠⁠⁠⁠⁠2024 Experiences Traveler Outlook⁠⁠⁠⁠⁠⁠⁠⁠ - The 2024 U.S. Experiences Traveler Outlook report delves into the state of the U.S. experiences traveler – who they are, what they want, what are they looking for in 2024 – and some key trends shaping the tours, activities and attractions sector for the coming year. 


⁠⁠⁠⁠⁠⁠⁠⁠2024 US Tour Taker⁠⁠⁠⁠⁠⁠⁠⁠ - The second report from the 2024 U.S. Experiences Traveler study delves into the state of today’s tour taker – who they are, what they want, and how they choose, book and share.
⁠⁠Arival Guide to AI in Experiences⁠⁠ - How tours, activities and attractions are improving the guest experience, saving money and growing their business with AI today

Connect with the hosts of The Voice of Experiences, ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Stephen Joyce⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ and ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Janelle Visser⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠.⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠

If you are not an ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Arival Insider Pro⁠

Summary

Janelle and Stephen speak with Kelsey Tonner from Guest Focus about corporate sales and how tour businesses can tap into the corporate market. He shares his background in the industry and how he transitioned to focusing on tour business coaching. Kelsey emphasizes the advantages of corporate sales, such as regular and repeat business, premium pricing opportunities, streamlined planning process, and diversification of revenue streams. He advises tour operators to niche down and create a distinct corporate offer with upsells or experience enhancers. Kelsey also suggests conducting a guest deep dive and using AI tools to brainstorm ideas for corporate upsells. The conversation explores the benefits of offering corporate tours and experiences. We discuss the importance of negotiation in sales and the ability to customize offers to meet the needs of corporate clients. We also discuss the importance of understanding the specific needs and pain points of different corporate niches and tailoring offers accordingly.

Key Takeaways:


Corporate sales offer advantages like regular and repeat business, premium pricing opportunities, streamlined planning process, and diversification of revenue streams.


Tour operators should niche down and create a distinct corporate offer with upsells or experience enhancers.
Conducting a guest deep dive and using AI tools can help generate ideas for corporate upsells.
Customization can be time-consuming and may not scale well, so having a core corporate menu with optional upsells is recommended.
Charging higher prices for custom work can make it more worthwhile for tour operators.
Negotiation is important in sales and can help in closing deals.
Customizing offers to meet the needs of corporate clients can lead to higher profits.
The rise of remote work has created a demand for team-building experiences.
Understanding the specific needs and pain points of different corporate niches is crucial for success.

You can find out more about and connect with the speakers here:


Kelsey Tonner, CEO Guest Focus
Free Guide: 8 Profitable Corporate Tour Niches: Diversifying Your Tour Business For Success
Book a free 45-min strategy call

You can find out more about the research that we mention in the episode here:


⁠⁠⁠⁠⁠⁠⁠2024 Experiences Traveler Outlook⁠⁠⁠⁠⁠⁠⁠ - The 2024 U.S. Experiences Traveler Outlook report delves into the state of the U.S. experiences traveler – who they are, what they want, what are they looking for in 2024 – and some key trends shaping the tours, activities and attractions sector for the coming year. 


⁠⁠⁠⁠⁠⁠⁠2024 US Tour Taker⁠⁠⁠⁠⁠⁠⁠ - The second report from the 2024 U.S. Experiences Traveler study delves into the state of today’s tour taker – who they are, what they want, and how they choose, book and share.
⁠Arival Guide to AI in Experiences⁠ - How tours, activities and attractions are improving the guest experience, saving money and growing their business with AI today

Connect with the hosts of The Voice of Experiences, ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Stephen Joyce⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ and ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Janelle Visser⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠.⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠



If you are not an ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Arival Insider Pro⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠, consider joining to get access to all of the Arival research and don't forget to join us at one of ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠our upcoming events⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠!

Summary

Tom McGarry, Head of New Business at Holiday Extras, discusses his journey in the travel industry and the company's focus on business development and ticketing. He explains how the company is leveraging customer data to offer personalized recommendations for things to do while traveling. The conversation also delves into the company's culture and the efforts made to create a collaborative and flexible work environment. The impact of COVID-19 on the company's community and culture is explored, as well as the changes in consumer behavior, such as the shift to online chat for inquiries and bookings. Holiday Extras has seen a shift from phone calls to chat session, with roughly 80% of of customer interactions now made through chat. Flexibility in bookings, such as the ability to change or cancel without penalty, has become paramount. Holiday Extras is working on making all of their products flexible and easy to change. They have developed a system to amend bookings even for partners that don't support API connections, ensuring a seamless customer experience. Holiday Extras has also utilized AI to improve the customer experience, including creating an AI tool for theater bookings and a tool for insurance policy understanding.

Key Takeaways:


Holiday Extras focuses on business development and ticketing in the travel industry.
The company leverages customer data to offer personalized recommendations for things to do while traveling.
Holiday Extras has created a collaborative and flexible work environment to foster a positive culture.
The company navigated the challenges of COVID-19 and maintained its community and culture.
Consumer behavior has shifted towards online chat for inquiries and bookings. Holiday Extras has seen a shift from phone bookings to chat bookings, with roughly 80% of bookings now made through chat.
Flexibility in bookings, such as the ability to change or cancel without penalty, has become paramount.
Holiday Extras is working on making all of their products flexible and easy to change.
They have developed a system to amend bookings that don't support API connections, ensuring a seamless customer experience.
Holiday Extras has utilized AI to improve the customer experience, including creating an AI tool for theater bookings and a tool for insurance policy understanding.

You can find out more about and connect with the speakers here:


Tom McGarry, Head of New Business at Holiday Extras

You can find out more about the research that we mention in the episode here:


⁠⁠⁠⁠⁠⁠2024 Experiences Traveler Outlook⁠⁠⁠⁠⁠⁠ - The 2024 U.S. Experiences Traveler Outlook report delves into the state of the U.S. experiences traveler – who they are, what they want, what are they looking for in 2024 – and some key trends shaping the tours, activities and attractions sector for the coming year. 


⁠⁠⁠⁠⁠⁠2024 US Tour Taker⁠⁠⁠⁠⁠⁠ - The second report from the 2024 U.S. Experiences Traveler study delves into the state of today’s tour taker – who they are, what they want, and how they choose, book and share.
Arival Guide to AI in Experiences - How tours, activities and attractions are improving the guest experience, saving money and growing their business with AI today

Connect with the hosts of The Voice of Experiences, ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Stephen Joyce⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ and ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Janelle Visser⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠.⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠



If you are not an ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Arival Insider Pro⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠, consider joining to get access to all of the Arival research and don't forget to join us at one of ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠our upcoming events⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠!

Summary

In this episode, Stephen and Janelle discuss the hot topics panel from the Arival 360 Berlin event. They focus on the issue of access to attraction tickets for tour operators and the challenges they face in getting enough tickets to fulfill demand. They also explore the concept of concentrated tourism and the need to shift demand away from popular attractions to lesser-known, off-the-beaten-path experiences. The conversation highlights the importance of destinations, OTAs, and operators working together to create unique and interesting products that offer a more diverse and enjoyable travel experience for tourists.

Key Takeaways:


Tour operators face challenges in accessing enough attraction tickets to meet demand.
There is a need to shift demand away from popular attractions to lesser-known, off-the-beaten-path experiences.
Destinations, OTAs, and operators should work together to create unique and interesting products.
AI and personalization can be used to recommend and promote alternative experiences.
The focus should be on providing a great customer experience and minimizing the negative impact of tourism.

You can find out more about and connect with the speakers here:


⁠⁠⁠Roisin O'Sullivan, COO Walks
Luuc Elzinga, Founder & President Tiqets
Gudrun Thorisdottir, President of Gray Line

You can find out more about the research that we mention in the episode here:


⁠⁠⁠⁠⁠2024 Experiences Traveler Outlook⁠⁠⁠⁠⁠ - The 2024 U.S. Experiences Traveler Outlook report delves into the state of the U.S. experiences traveler – who they are, what they want, what are they looking for in 2024 – and some key trends shaping the tours, activities and attractions sector for the coming year. 


⁠⁠⁠⁠⁠2024 US Tour Taker⁠⁠⁠⁠⁠ - The second report from the 2024 U.S. Experiences Traveler study delves into the state of today’s tour taker – who they are, what they want, and how they choose, book and share.

Connect with the hosts of The Voice of Experiences, ⁠⁠⁠⁠⁠⁠⁠⁠⁠Stephen Joyce⁠⁠⁠⁠⁠⁠⁠⁠⁠ and ⁠⁠⁠⁠⁠⁠⁠⁠⁠Janelle Visser⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠.⁠⁠⁠⁠⁠⁠⁠⁠⁠



If you are not an ⁠⁠⁠⁠⁠⁠⁠⁠⁠Arival Insider Pro⁠⁠⁠⁠⁠⁠⁠⁠⁠, consider joining to get access to all of the Arival research and don't forget to join us at one of ⁠⁠⁠⁠⁠⁠⁠⁠⁠our upcoming events⁠⁠⁠⁠⁠⁠⁠⁠⁠!

Summary



In this episode of The Voice of Experiences, Stephen Joyce and Janelle Visser discuss the Lunch and Learn interview with Johannes Reck, CEO of Get Your Guide. They highlight the unique format of the interview and the relaxed and conversational vibe it created. Johannes shares the founding story of Get Your Guide, which started as a student trip to Beijing and the frustration of not finding activities online. This led to the creation of Get Your Guide, initially as a peer-to-peer tour guide marketplace. They later pivoted to the Get Your Guide platform we know today. Johannes also discusses the challenges and complexities of the experiences industry and the importance of harnessing technology to serve the diverse needs of travelers. The conversation also touches on the balance between being a CEO and a parent, and the long-term vision for Get Your Guide.



Key Takeaways:


Get Your Guide started as a peer-to-peer tour guide marketplace and later pivoted to the platform it is today.
The experiences industry is complex and requires the use of technology to serve the diverse needs of travelers.
Johannes Reck emphasizes the importance of balancing CEO life and family life.
Get Your Guide aims to be the app of choice for travelers, offering relevant and high-quality experiences in various destinations and categories.
The future of Get Your Guide may include an IPO, but the focus is on building an amazing value proposition for customers and suppliers.

You can find out more about and connect with Johannes here:


⁠⁠Johannes Reck, CEO



You can find out more about the research that we mention in the episode here:


⁠⁠⁠⁠2024 Experiences Traveller Outlook⁠⁠⁠⁠ - The 2024 U.S. Experiences Traveler Outlook report delves into the state of the U.S. experiences traveler – who they are, what they want, what are they looking for in 2024 – and some key trends shaping the tours, activities and attractions sector for the coming year. 


⁠⁠⁠⁠2024 US Tour Taker⁠⁠⁠⁠ - The second report from the 2024 U.S. Experiences Traveler study delves into the state of today’s tour taker – who they are, what they want, and how they choose, book and share.

Connect with the hosts of The Voice of Experiences, ⁠⁠⁠⁠⁠⁠⁠⁠Stephen Joyce⁠⁠⁠⁠⁠⁠⁠⁠ and ⁠⁠⁠⁠⁠⁠⁠⁠Janelle Visser⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠.⁠⁠⁠⁠⁠⁠⁠⁠



If you are not an ⁠⁠⁠⁠⁠⁠⁠⁠Arival Insider Pro⁠⁠⁠⁠⁠⁠⁠⁠, consider joining to get access to all of the Arival research and don't forget to join us at one of ⁠⁠⁠⁠⁠⁠⁠⁠our upcoming events⁠⁠⁠⁠⁠⁠⁠⁠!