consumer behavior

Breaking the Boredom & Disappointment Cycle For Hospitality Businesses

This is what I am calling the Boredom & Disappointment Cycle: People are spending more time at home, bored, on their phones, daydreaming. Boredom & daydreaming leads to a hunger in people for creativity, and the need to feel alive. When people actually get the chance to go out, travel, and experience something inspiring to […] Read more…

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The Importance of Personas in Customer Experience

hospitality travel customer persona

One of the first steps I take with my clients when they are looking to create the ultimate customer experience is to sit down and really drill down on their customer persona. If you’ve ever had a conversation with a marketing team before, you’ve probably heard this term thrown around. Maybe you’ve even gone through […] Read more…

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How To Get Closer To Your Customers & Anticipate Their Needs

“Get closer to your customers than ever. So close that you can tell them what they need before they realize it themselves.” – Steve Jobs This quote came to mind after I learned that 44% of customers expect to be offered personalized experiences based on their interests, buying behavior, demographics and psychographics. People know that they want more […] Read more…

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3 Traveler Takeaways From A Millennial Abroad

Sometimes you have to put yourself in a traveler’s shoes to understand the challenges they face. Why is understanding a traveler’s challenges so important as a tour or activity operator? The more you really know about your customer and their wants and needs, the better you can serve them, and the better you can serve […] Read more…

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