Goals
The goal was to transform a standard site inspection into a comprehensive, actionable resource for internal teams, particularly Customer Care and Product. I aimed to provide detailed, day-by-day insights into the Treasures of Türkiye tour, enhancing team knowledge and improving the overall customer experience.
My Role
As an incognito participant, I conducted a detailed site inspection and created an impactful internal presentation. My responsibilities included:
- Data Gathering & Analysis:
- Gathered customer insights by reviewing past feedback, social media comments, and consulting with the Customer Care team before travel.
- Documented the tour experience, noting hotel quality, transportation, tour director performance, site accessibility, and traveler experiences.
- Analyzed traveler reactions, feedback, and complaints to inform potential itinerary adjustments.
- Visual & Content Creation:
- Captured detailed photographs and videos of hotels, sites, and daily activities for internal reference.
- Created a 99-slide presentation with detailed information, photos, and links.
- Communication & Collaboration:
- Collaborated with the Product team to ensure the inspection met their information needs.
- Presented the findings to internal teams, addressing questions and identifying areas for improvement.
- Supported the Social Media Marketing Manager by providing daily photo and video content.
- Evaluated optional excursions and in-destination branding.
Execution
I conducted an incognito tour and developed a 99-slide presentation, including detailed information, photos, and links. I also delivered a presentation to internal teams to walk them through the experience and address questions.
Detailed slides covering walking distances, driving times, packing recommendations, and cost of non-included meals among other critical details. See an excerpt below.
Results
The presentation was praised as the most thorough site inspection report to date. The Customer Care team used it as a primary resource for answering customer inquiries, and the Product team referenced it to gain valuable context for feedback and identify areas for improvement. This led to informed decisions for future tour enhancements.