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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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Delighting Diners Throughout The Entire Restaurant Experience

restaurant customer experience cx

Where I live, you can get to NYC or Philadelphia in 35-90 minutes (depending on traffic). But when I am in the mood for an incredible dining experience, one of my favorite places is a little inn in the idyllic farmland of Bucks County, Pennsylvania. I first discovered the Restaurant at Barley Sheaf Farm five years […] Read more…

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Customer Experience Face-Off: Setting Expectations

setting marketing expectations hospitality and hotels

I am excited to begin this new series that gives you an inside look into my own travels and experiences with hospitality and tourism businesses. The inspiration for this series came to me recently on my trip to Costa Rica, where I stayed at two properties and the experiences were day and night. Both were […] Read more…

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Online Marketing Experiences and Content for Every Phase of the Travel Planning Journey

Google has done extensive research on the travel planning journey, from ‘I want to get away’ moments to ‘can’t wait to explore’. And according to their findings, 67% of travelers are more likely to book with a travel brand that provides relevant information for the destinations they’re interested in. So without any further ado, let’s […] Read more…

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8 Lessons Learned in 8 Years of Social Media Marketing

social media marketing lessons learned

I can still remember graduating from college and applying to all of the non-existent entry level jobs, thinking to myself “I’ll never have eight years of experience!”… Fast-forward to 2018, and I still almost don’t believe that it’s been almost eight years since scoring my first social media marketing job. You can learn a lot […] Read more…

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The Small Business Advantage: Customer-Focused Marketing (How To Get Started)

customer focused marketing for small businesses

When was the last time a big brand actually made you feel special? It’s not easy when they have millions of customers to “deal with” on a daily basis. But if you’re a small business owner, you’re closer to your customers… and now more than ever with the advent of social media! Yet, many small […] Read more…

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How To Get Found Online By Outdoor & Adventure Travel Enthusiasts

outdoor-adventure-travel-marketing

I have just started planning a vacation to Costa Rica. I only decided a few weeks ago that Costa Rica would be one of my big trip for 2018, and I can’t wait to hang with the sloths and monkeys in the rain forest. But even with a travel agent as a mother, it’s extremely […] Read more…

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How To Make Your Specialty Food or Beverage Business Stand Out

Food/beverage artisans and makers… it’s time we had a little chat. I know there are a lot of you out there. From coffee to condiments and everything in between, there’s no shortage of good gourmet food & specialty beverages out there in the market right now. So how the heck are you supposed to stand […] Read more…

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Social Media FOMO: Here’s What You’re Missing Out On (2017 in Review)

social media 2017 year in review

The daily social media grind can be a lot of fun… or it can feel like a chore. But in my opinion, new innovations and tools are what keep it feeling fresh and exciting! Unfortunately, it’s impossible for just one person to stay up to date on all of the changes that happen spanning social […] Read more…

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