The empathy of hospitality marketing
True hospitality triggers an emotional response that’s hard to forget. People remember how you made them feel far more than what you did or said.
Forget hospitality marketing for a moment and think as a consumer – how do you like to feel when you arrive to a new destination?
Checking into your room is a breeze. The hotel staff is surprisingly helpful. Even amenities are better than expected. You get a friendly smile from the locals you meet. Your needs are met. You feel welcomed.
This is hospitality. It’s our industry, so how does our marketing make guests feel? Is it as hospitable as our guest service?
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