Too many operators are focused on the media and not the social. The most effective way of communicating with Guests is at the point of experience by informed, engaging and empowered employees who share your values. Everything else is blatant advertising
Marketers have lost touch with the average consumer. They are living in a dream world of their own invention. It is fed by a cultural echo chamber of books, articles and conferences in which people like them talk to people like them. This talk explores the gap between how marketers think and consumers behave.