Upselling tactics in multiple touch points during the customer journey

Amigo Tours is a tour operator based in Spain, who specializes in designing viral itineraries around the world. Some of their most popular activities are devoted to visiting the most iconic spots that characterize major cities worldwide. The company approached us looking for a strategy to increase customer satisfaction during free time in an itinerary for Florence.

Together we created an audio tour for the city of Florence, which was offered as an add-on activity during the travelers’ free time. Thanks to this add-on, Amigo Tours managed to increase their revenue from customers who complimented the physical guided tours with the self-guided audio tour. Later on, a new product category of self-guided audio tours was launched for low-budget travelers, which enabled the company to diversify their product offerings and target a much larger market share. Nowadays, Amigo Tours has replicated the strategy above in many cities offering self-guided audio tours in multiple languages through a variety of upselling tactics that we continue to design together.