Onboarding Experience

• Begin with a friendly and detailed booking confirmation email summarizing their tour details.
• Follow it up with a "Know Before You Go" email, including day-of tour information, parking tips, and recommendations.
• Upon arrival, provide guests with a warm personal welcome by our professional guides.
• Ensure everyone receives a quick safety and fun briefing before tour departure.

Communication Cadance

• After booking, send automated periodic pre-tour emails with additional information and updates.
• Offer real-time day-of communication (via SMS) on any changes or emergencies.
• Guides to engage dynamically with guests throughout the tour, sharing stories and assisting with needs.
• Post-tour follow-up emails, soliciting feedback and offering personalized tour photos.

Client Education

• Website features detailed FAQ section to anticipate and respond to common queries.
• Pre-tour emails to explain the process and what to expect.
• Guides provide contextual storytelling at each venue, enhancing guest knowledge about the local scene.

Personalized Touches

• Birthday surprises for anyone celebrating their special day during their tour.
• Personalized hand-outs with group name and tour route for private events.
• Automated digital photos of the group during the tour, shared post-tour for free.
• Special attention to celebrate milestones like anniversaries or achievements.

Visuals and Documentation

• High-quality FotoFlo photographs captured and shared after the tour.
• Ensuring professional presentation of tour guide, bus cleanliness, and service quality.
• Guides trained to capture unique "moment-based" photographs at every stop.

Feedback and Proactive Support

• Post-tour automated survey to gather guest feedback.
• Immediate resolution of any negative feedback with personalized, empathetic follow-up.
• Proactive check-ins during the tour, ensuring all guests' needs are met.

Guarantee or Promise

• Deliver a "fun-or-your-money-back-guarantee" commitment to stand by our service.
• Ensure customer satisfaction by resolving any issue/discomfort on the spot.

Operational Excellence

• Consistency in professional guide quality, storytelling, and support.
• Maintain punctuality on tour schedules and pickup times.
• Maintain and ensure high standards of bus cleanliness and comfort.
• Emphasize on flawless logistics handling.
• Uphold professional, responsive, and friendly communication standards.

Renewals & Contracts

• Explore the possibility of developing annual tour passes to encourage repeat bookings
• Consider offering packages for businesses to contract multiple corporate outings during a year, with discounts for prepaid bookings

Upsells & Cross-Sells

• Introduce add-on events or experiences available for booking on existing tours, such as exclusive tastings, private venue tours, or themed events
• Promote the sale of official Barley Bus merchandise during tours to increase revenue and brand visibility

Bundling & Packaging

• Develop tiered tour packages that offer escalating levels of service and exclusivity, encouring customers to opt for higher-value bookings
• Package together different types of tours (brewery, winery, food, sightseeing) as a 'KC Tour Experience' package, offered at a premium

Loyalty & Retention Programs

• Introduce a points-based loyalty program which offers guests discounts on future bookings or exclusive add-ons
• Develop a referral program that rewards past customers for bringing in new patrons

Custom Services and Personalization

• Offer personalized tour routes and experiences for higher-tier packages
• Provide a white-glove service option for premium bookings, such as a personal host or concierge service

Pricing Strategy

• Implement a value-based pricing model that reflects the high-quality, curated experience of Barley Bus tours
• Offer promotional discounts for off-peak times or larger group bookings to incentivize higher volume bookings

Customer Data and Insights

• Implement a comprehensive analytics system integrated with the CRM to track customer behavior, satisfaction, and preferences
• Use customer data insights to identify high-value customers, their habits, and preferences to implement personalized marketing, custom routes, and re-engagement campaigns

Referral Incentives

• Offer private tour customers a discount on their next group outing for referring a new group
• Give public tour guests a free ticket for their next tour after referring 3 new guests

Shareable Assets

• Create tour highlight reels/videos to make sharing experiences easy and compelling
• Develop digital referral cards that customers can share on social media or via email

Timing and Triggers

• Ask for referrals at the end of the tour, when the experience is top of mind
• Send automated follow-up referral request emails 1-2 days post-tour

Client Success Stories

• Share positive customer reviews and fun tour stories frequently on social media to inspire referrals
• Encourage customers to share their own tour stories and tag the company on social media

Referral Contests

• Quarterly referral contests: most referrals gets a free private tour
• Tag-and-share contest on social media with 'A Free Ride For You + 3 Friends' as the prize

Partner or Affiliate Programs

• Partner programs with local businesses: refer customers to each other for special discounts
• Affiliate program for tour planners, event organizers, and corporate teams with referral tracking links

Thank-You Experience

• Send personal thank-you emails with a discount code to all referring customers
• Thank top referrers publicly on social media for their support
• Surprise top referrers with a unique KC gift package