Welcome to the Experience Economy
Expert: Dr. Diana Driscoll, LEED AP, founder of Hotel Rescue™, president of Ridgeline Hospitality and award-winning optometrist
A hotel stay is inherently experiential from start to finish and, in many cases, the experience begins online. Dr. Diana Driscoll, LEED AP, founder of Hotel Rescue™, president of Ridgeline Hospitality and award-winning optometrist, offers insights on how to provide an online experience that is so engaging that travel shoppers can’t help but pay attention.
The video is too good! I agree its now experience economy..especially when the guest or customer is very choosy in his /her requirements.
All hotels are good with specific unique feature the only difference one can really achieve is the experience and promise of human touch to their needs.
Raman Machirajunott
Right on and appropriate for today’s market. Friendly, professional with direct interaction can certainly win Guest Loyalty as Diana so elegantly explains.
I am a huge fan of the Experience Economy. And both as you John and Diana touch onto her the Experience now start long before the customer get in physical contact with the product or service.
The fun part about Social Media is that now only can the Hotel be a crucial part of develop an outstanding experience, but they can extend the experience. I loved Diana’s expression ‘World Of Mouth’ – that is when the experience goes viral. And here lays the real opportunity for Hotels to also build up on those unique experiences and share them with the world. Disney has done a great job here to extend customer experience.
It is like Diana says here all about thinking outside the box.
Cheers.. Are
Great message from Diana and especially her “examples” (being authentic…the cafe in Isreal for the unique experience) and how they can apply to the online experience. Very valuable info!
Experience marketing is also well demonstrated in cruise ship advertisements and in disney land advertisements, except that they were not done online. You have explained experience economy very well. I will use your video, if I may, in my undergraduate classes.
Experience Economy, Gilmore & Pines….I love this stuff! So critical in today’s noisy market. Great explanation from Diana on how this has evolved.
Also really liked the analogy of the web being a “hotel’s front door” – very true
Agh, yes — the “digital front door”! It’s a bit of a different mind set, but we need to get up to speed and stay there. We depend on you, Josiah, to keep us on the cutting edge. Thank you for your kind comments.
Great message, having been on both sides of the experience, operations and marketing I cannot stress enough how important Diana’s point is!
Thank you, Stephen! I agree that it is important, and FUN! As hoteliers in a recession, it is great to find staff bonding experiences that also drive revenue. Win – win, wouldn’t you say?
Thanks so much for watching.