Very early on in the COVID-19 crisis, the Active Adventures team decided to focus on staying deeply connected with their future (and past) guests, providing assurance, transparency and a bit of much-needed humour.
With limited resources during lockdown, the team adopted an authentic and raw approach, involving many people in the Active team, not just the CEO.
In line with their outdoor adventure identity, they came up with 'Campfire Questions', a series of seven short videos – plus a hilarious bonus edition from one of their guides.
"Many of our team had never done anything like this before," says CEO Wendy van Lieshout. "They stepped well outside their comfort zones to deliver lovely, genuine messages of hope and human connection."
For a company whose reputation is built almost 100% on its people, it was a truly fitting way to stay in touch.
The videos were a definite hit and, combined with personal phone calls from the sales team to every affected guest, resulted in an astonishingly high booking retention rate of over 90%.
"To date these guests remain booked on future trips and can’t wait to experience their Active Adventures trip when borders re-open," says Wendy.
Not only that but past guests asked to purchase travel vouchers for future travel, just to help support them.
"It’s been incredibly humbling to witness this level of support from our customers and it’s a testament to the deep connections and loyalty we’ve built over the last 25 years."
Check out the series of Campfire Questions videos here.
This story is part of TIA's #TourismChampions campaign. View more inspirational stories here.