Lili Tomovich on the Frozen Middle of Hospitality
Episode description
On today's episode, I am joined by Lilian Tomovich. Lili was most recently Chief Experience & Marketing Officer of MGM Resorts International. Our conversation spans the hospitality and entertainment industries, and explores how customer experiences are tantamount to their growth and future.
Today, you'll learn:
- Lili's experiences as part of the leadership team at MGM
- What Lili means by building a brand "inside out" as a means of differentiation
- How the hospitality industry gets as individual as possible in its curation of relationships with customers, featuring Lili's perspective from MGM
- What the "frozen middle" customer segment within hospitality is, how the industry is trying to get to know its constituents better, and the blending between an extremely personal touch and a scalable personalization strategy
- What trends are on the rise within hospitality, including predictions
- The differences between true loyalty and a pattern of purchases
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Enjoy!
Music: "Streetview" by Jahzzar is licensed under a Attribution-ShareAlike License (CC BY-SA 4.0)