As its name implies, the hospitality industry is characterized by the welcoming and reception of guests at an emotional level - beyond the functional needs of a hotel bed for a good night's sleep, or a nourishing meal in the restaurant. As technologies continue proliferating in the industry, and as services digitize in the process, the need for empathy remains ... and may become more important than ever.
Recently, Alec Dalton spoke about this transition with Peter Dorrington, Co-Founder and Chief Strategy Officer of the marketing analytics powerhouse Anthrolytics. After a brief history lesson on the role of behavioral science in hospitality, from the placement of waste bins in Disney Parks to the emergence of robotic servers in hotels and restaurants, Peter and Alec spoke about the importance of brand equity in COVID-era hospitality. They also considered the service recovery paradox, the opportunity for goodwill to foster service recovery. While focused on hospitality practices, these ideas can transcend all B2C businesses, and insights from organizations like Anthrolytics can strengthen service design and delivery.
Tune into their conversation by watching the video below, or listen here on PodBean.