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