"It's absolutely irresponsible for anyone in a high touch business not to know who their customer is today."
- Danny Meyer, CEO of Union Square Hospitality Group
I recently heard Danny Meyers, a successful NYC restaurateur, say that the difference between service and hospitality is like the difference between an off the rack suit and a custom made suit. He described how his restaurants have been able to use technology solutions like OpenTable to know who their customers are and when they'll be dining. His team then uses that information to do more than just provide service, they custom design a hospitality experience for their guests.
I believe that Danny's advice is relevant far beyond the traditionally "high touch" businesses. Whether you're an auto-mechanic, an author, a hotelier, a clothing company, or a coffee shop...the technology you need is readily available to connect you directly with your end customer so you can provide a customized "hospitality" experience. If you don't, one of your competitors will...and then you lose.
Just providing service isn't enough...if you want to be remarkable you have to provide an experience.
It looks like we're all in the hospitality business now.
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Posted by: rs2shopping | 07/15/2011 at 02:14 AM
Very good article and interesting. I hope to write something like this every day.
Posted by: order cigarettes | 04/27/2011 at 06:20 AM
* be happy together is good enough. I am not asking for things that I could never get.
Posted by: Air Jordan Shoes | 01/07/2011 at 08:38 PM
It was among such inspirations that impressionism was born.
Posted by: jordan shoes | 11/14/2010 at 11:28 PM
You make personal watermelons when you create a new product or change a current product to meet the needs of a small group of customers.
Posted by: ClubPenguinCheats | 09/15/2010 at 10:58 PM
Any business that can create customized products or services are creating what I've been calling personal watermelons. You make personal watermelons when you create a new product or change a current product to meet the needs of a small group of customers. If you can do it, it's a great way to create new markets.
Posted by: Steve Buchholz | 03/23/2009 at 05:19 PM
I commented here.
http://www.jondale.com/blog/2009/03/service-or-hospitality.html
@johnflurry
Posted by: John | 03/23/2009 at 10:02 AM