• Adam Conner

Lili Tomovich on the Frozen Middle of Hospitality



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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Reach out to Adam Conner on LinkedIn at https://www.linkedin.com/in/adamjconner/ or via email at adam.conner@govivoom.com with suggestions for guests, content, or general interest/feedback.


Find more at https://www.podcast.vivoom.co/.


Enjoy!


Music: "Streetview" by Jahzzar is licensed under a Attribution-ShareAlike License (CC BY-SA 4.0)