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5 Tools for Tourism Consumer Research

A major component of our service design consulting with tourism organizations (DMOs, RTOs, CVBs) is observing the tourist to understand their behavior, motivations and path throughout the entire...

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The Impossible Task of Destination Marketing

I spend a lot of time exploring tourism destinations. I spend a lot of time creating strategy to encourage others to explore tourism destinations. The more I explore, the less I am convinced that...

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Using Better Data to Create Better Experiences

Data and research are foundational components of what we do for our clients. Our challenge is not creating a large volume of data to address a question, but rather finding and interpreting the right...

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The Hidden Meaning Behind Handwritten Signs

Handwritten signs are a bad sign. A crumpled, often illegible admission that something is wrong. Department, peer or vendor, a mistake was made and the band-aid is a hastily posted sign. And rather...

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Building Customer Focus into Organizational Silos

Silos exist in every organization. And for all the talk of tearing them down or somehow replacing them with social media, they serve a needed, structural purpose. The challenge for most organizations...

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