As hosts, we can learn a lot from Māori traditions and concepts. “Manaakitanga”, for example, speaks to the idea of caring for the needs of manuhiri with generosity and respect. At EpicShot, we consider manaakitanga in terms of our guests’ experience – from their very first interaction with us, through to exploring our operators’ content and receiving their own personalised content to share. It’s a principle that aligns perfectly with EpicShot in creating a seamless, thoughtful customer journey.

One of the most commonly overlooked, and often clunky, parts of this journey is how content – the photos and videos that document their experience – is offered. In many cases, it’s still treated as an optional extra, shown only after the experience is over and only available at an additional cost. What this does, unintentionally, is introduce a transactional pause at a moment when the guest is reflecting on what they’ve just done. It breaks the rhythm of their experience. It can also place staff in an awkward position where they must switch from being a guide or host to becoming a salesperson.

At EpicShot, we’ve developed an integrated price inclusive model that removes this friction. It allows tourism operators to offer content as part of the experience itself. This means manahiri receive their content automatically and without needing to make a purchase decision after the fact. This small change has a significant impact.

A great example of this in action is AJ Hackett Bungy NZ, which uses EpicShot as its photo and video system, trialed and successfully implemented a price inclusive model at the end of last year. Prior to the change, a common frustration came from the perceived cost of content. By including it upfront, guests now leave with their content and t-shirt already part of the experience, and that shift alone led to 80 percent fewer price-related comments across the 18 percent of reviews they receive. The positive response was matched operationally too. They streamlined internal processes, saving an estimated 120 hours per year in returns management and 600 hours per year in on-site crew time. Despite including content in the experience price, overall yield remained stable due to how the recommended retail price was set. The real win came in the form of a significantly improved guest experience and a noticeable increase in user-generated content – with 100 percent of guests receiving their photos and videos, compared to around 60 percent when content was sold as an optional extra.

Operators who adopt the price inclusive model consistently report higher yield and stronger return on investment. When every guest receives content, there’s no missed opportunity. Guests are far more likely to download their photos, share them on social media and talk positively about the experience. The value perception increases because the content is already part of what they’ve paid for – not something to debate at the end.

This approach also simplifies operations. Staff are no longer responsible for selling content after a tour. Instead, they can stay focused on delivering the best possible experience. Interactions between crew and manahiri become more natural and more meaningful. Without the pressure to sell, the crew can focus on connection, conversation and care. This is particularly important for small businesses where the team’s energy is a key part of what makes the experience unique.

The technical side of this process is equally straightforward. EpicShot delivers content every 15 minutes. Once the guest’s footage is stitched together, it is sent automatically via email. There is no need for manual handling, no waiting in queues, no back-end systems to manage. The guest simply receives their content, ready to download or share, just minutes after the activity finishes. It’s fast, consistent and removes another layer of complexity from the operator’s workflow.

What makes this model particularly effective is how seamlessly it integrates into the existing product. There’s no need for guests to make decisions at the end, and no need for staff to explain pricing tiers or upsell add-ons. Instead, the content becomes part of the story the business is already telling – about discovery, nature, culture or thrill – whatever the experience may be.

From a broader perspective, this model helps reframe the tourism experience around fulfilment rather than transaction. It respects the arc of the manahiri journey – from anticipation, to immersion, to reflection – and ensures that nothing interrupts it. It also shows respect for the time and attention of the staff, allowing them to focus on what they do best.
While we know that not every business will adopt the price inclusive model, offering it as an option gives operators a powerful way to modernise their offering without complicating it. It aligns with how guests increasingly expect to receive content and helps small businesses compete in an experience-driven market.

EpicShot exists to make it easier for tourism operators to deliver memorable, meaningful and efficient guest experiences. With our integrated model, businesses can remove friction points, increase efficiency, and create better outcomes for both their team and their guests. A simple shift in how content is delivered can have a far-reaching impact across the entire customer journey. That’s the kind of change that lasts.