Hospitality Design - January 2017 - 38

perspectives

5 questions for

micah solomon
Five customer experience trends drawn from the
author's most recent book, The Heart of Hospitality

1
2
3

4
PLACZEK STUDIOS
MONUM ENTA L S CU LPTU RE S

5

Authentic, unscripted customer service

Scripted service, pretensions and formality, the white-gloved,
'tea at the Plaza' style of customer service, are too mothballscented for today's hospitality customers, including the
important Millennial generation of travelers. 'We don't want
an imitation of a waiter'-with white towel on the arm and
a faux-French accent-'we want the genuine article,' says
Patrick O'Connell, the restaurateur and hotelier who helms
the Inn at Little Washington [in Virginia].

Eye-level design and furnishings

The eye-level approach to design and furnishings supports
better customer engagement. As Mark Harmon, founder of
Auberge Resorts, says: 'Customers have a visceral Pavlovian
reaction when they walk up to a high desk with employees
lined up behind it. They instantly feel like they're going to get
hammered. So get your people out from behind the counter.'

Localizing the hospitality experience

One signifier of an authentic customer experience is what
can be called localization, or terroir, to use the French word
for the convergence of factors-geography, climate, and so
forth-that go into making local wine or produce and that is
applicable in a broader context as well. While 30 years ago
it might have been okay for the Ritz-Carlton Buckhead to
look like the Ritz-Carlton Laguna Niguel, today [the brand]
takes the opposite approach: its Kyoto property, for example,
is designed so that it couldn't be anywhere else in the world
but Kyoto, [with] lighting fixtures that are lanterns made by a
small, local, ninth-generation family business.

Multigenerational and special-interest group travel

Customers are more often than ever coming together in
groups other than romantic couples and nuclear families to
consume travel, lodging, and food service-from marathon
runners to hunters, religious groups to salsa dancers. One in
six Americans live in a multigenerational household, [which]
are traveling together more and more.

The 'alone together,' latte-and-laptop traveler

Guests want to be around other people, though not
necessarily with them: the paradoxical desire for a
communal setting in which to do private work. As designer
David Rockwell puts it, today's customers 'want different
options to work and socialize,' and 'don't want what they do
to be predetermined by inflexible architecture.'


http://matthewplaczek.com http://matthewplaczek.com

Hospitality Design - January 2017

Table of Contents for the Digital Edition of Hospitality Design - January 2017

Hospitality Design - January 2017
Contents
From the Editor
Behind the Design
People
Perspectives
Business Sense Development Update
5 Questions for Micah Solomon
Products
Profile Clodagh
Seating
Carpet
Surfaces
Textiles
Buyer's guide
Company Listings
Product Categories
Ad Index
Back Space
Hospitality Design - January 2017 - Intro
Hospitality Design - January 2017 - Hospitality Design - January 2017
Hospitality Design - January 2017 - Cover2
Hospitality Design - January 2017 - 1
Hospitality Design - January 2017 - 2
Hospitality Design - January 2017 - 3
Hospitality Design - January 2017 - 4
Hospitality Design - January 2017 - 5
Hospitality Design - January 2017 - 6
Hospitality Design - January 2017 - 7
Hospitality Design - January 2017 - 8
Hospitality Design - January 2017 - 9
Hospitality Design - January 2017 - 10
Hospitality Design - January 2017 - Contents
Hospitality Design - January 2017 - 12
Hospitality Design - January 2017 - 13
Hospitality Design - January 2017 - From the Editor
Hospitality Design - January 2017 - 15
Hospitality Design - January 2017 - 16
Hospitality Design - January 2017 - 17
Hospitality Design - January 2017 - Behind the Design
Hospitality Design - January 2017 - 19
Hospitality Design - January 2017 - 20
Hospitality Design - January 2017 - 21
Hospitality Design - January 2017 - 22
Hospitality Design - January 2017 - 23
Hospitality Design - January 2017 - People
Hospitality Design - January 2017 - 25
Hospitality Design - January 2017 - 26
Hospitality Design - January 2017 - 27
Hospitality Design - January 2017 - 28
Hospitality Design - January 2017 - 29
Hospitality Design - January 2017 - 30
Hospitality Design - January 2017 - Perspectives
Hospitality Design - January 2017 - 32
Hospitality Design - January 2017 - Business Sense Development Update
Hospitality Design - January 2017 - 34
Hospitality Design - January 2017 - 35
Hospitality Design - January 2017 - 36
Hospitality Design - January 2017 - 37
Hospitality Design - January 2017 - 5 Questions for Micah Solomon
Hospitality Design - January 2017 - 39
Hospitality Design - January 2017 - 40
Hospitality Design - January 2017 - Products
Hospitality Design - January 2017 - 42
Hospitality Design - January 2017 - Profile Clodagh
Hospitality Design - January 2017 - 44
Hospitality Design - January 2017 - Seating
Hospitality Design - January 2017 - 46
Hospitality Design - January 2017 - 47
Hospitality Design - January 2017 - 48
Hospitality Design - January 2017 - Carpet
Hospitality Design - January 2017 - 50
Hospitality Design - January 2017 - Surfaces
Hospitality Design - January 2017 - 52
Hospitality Design - January 2017 - Textiles
Hospitality Design - January 2017 - 54
Hospitality Design - January 2017 - 55
Hospitality Design - January 2017 - 56
Hospitality Design - January 2017 - 57
Hospitality Design - January 2017 - 58
Hospitality Design - January 2017 - Buyer's guide
Hospitality Design - January 2017 - Company Listings
Hospitality Design - January 2017 - 61
Hospitality Design - January 2017 - 62
Hospitality Design - January 2017 - 63
Hospitality Design - January 2017 - 64
Hospitality Design - January 2017 - 65
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Hospitality Design - January 2017 - 99
Hospitality Design - January 2017 - 100
Hospitality Design - January 2017 - 101
Hospitality Design - January 2017 - Product Categories
Hospitality Design - January 2017 - 103
Hospitality Design - January 2017 - 104
Hospitality Design - January 2017 - 105
Hospitality Design - January 2017 - 106
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Hospitality Design - January 2017 - 133
Hospitality Design - January 2017 - Ad Index
Hospitality Design - January 2017 - 135
Hospitality Design - January 2017 - Back Space
Hospitality Design - January 2017 - Cover3
Hospitality Design - January 2017 - Cover4
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