What Exactly is That Experience Everyone Seeks? - John Hendrie
That is the challenge we in Hospitality face. What exactly is that experience that our guests and customers seek? We understand that our patrons are now looking for adventure, authenticity, excitement, something different. So, one might say an experience is what we say we will deliver and from the guest point of view the experience is what unfolds and how they feel about that result. Therein lies the uncertainty and potential dissatisfaction.