Creating Interactive Experiences For Guests

WANT CUSTOMER DELIGHT? GO THE EXTRA INCH, NOT THE EXTRA MILE In a world where companies strive to “go the extra mile” for their customers, I propose a counterintuitive thought: You don’t need to go a mile. You just need to go an inch. The smallest, low-cost gestures can have a massive impact on customers, turning ordinary transactions into memorable experiences. The secret - search for the asymmetry between cost and impact. Going the extra inch requires minimal effort and often costs next to nothing. It could be a handwritten note, a smile, a gesture of personal recognition, a small act of kindness. But the effect on customers is profound. It creates emotional connections, fosters loyalty, and makes customers into advocates. The irony - while everyone is busy trying to “go the extra mile,” it is the extra inch that nets you miles of customer loyalty. THE I.N.C.H. FRAMEWORK To master the art of the extra inch, use this simple yet powerful framework: I – Identify Moments of Truth: Look for touchpoints where expectations are neutral or low. These are prime opportunities to surprise and delight. For instance, when I got my car serviced at the Lexus dealership, they washed and vacuumed the car and left a red carnation flower on the dash. I have told more than 10,000 people about the 50-cent carnation. How’s that for ROI? N – Notice the Little Things: Train employees to observe and remember small details about customers—preferences, moods, or special occasions. At the Oberoi Hotel in Mumbai, I asked for a memory foam pillow. Every time I stay there, they put a memory foam pillow on my bed. C – Customize the Experience: Personalize the interaction or gesture. Even the smallest customization can create a huge emotional impact. At Chewy, when a customer returned dog food after their pet passed away, they received a condolence card and flowers. It wasn’t about making a sale; it was about showing empathy. H – Humanize the Interaction: Move beyond scripted conversations. Authenticity and empathy resonate more than robotic efficiency. At Café Lucci, our favorite Italian restaurant in Chicago, the valet, the server, and the owner Bobby - all know us, know our kids, and always ask about the family. We are customers for life! In the race to “go the extra mile,” it’s easy to overlook the power of the extra inch. The secret to exceptional customer service isn’t grand gestures or expensive perks—it’s the tiny, thoughtful actions that leave a lasting impression. Going the extra inch is about mastering the art of the unexpected. It’s about creating emotional connections through small acts of kindness and thoughtfulness. So, the next time you think about how to delight a customer, remember: You don’t have to go the extra mile. Just go the extra inch. You will get miles of loyalty. #Marketing #CustomerExperience #Loyalty #Advocacy

Over the years, I've learned that true hospitality entails not just delectable food and a lovely setting, but also consistency, personalization, and attention to detail. From the time a guest arrives until they leave, every interaction counts. Whether you're new to the hospitality industry or creating your own concept, here is my ultimate checklist for creating a memorable guest experience: ✔️ First impressions set the tone The moment a guest walks through your doors is the moment their experience begins. Make it count. Make sure to greet them with a smile, eye contact, and enthusiasm that embodies the character of your venue. Within the first few seconds, people remember how you made them feel. ✔️ Anticipate needs before they ask Good service turns into great service at this point. Is your visitor running low on water? Between courses, has the table been waiting too long? Does a frequent visitor have a preferred seat or dish? Teach your staff to watch and respond before a request is made. Proactive service fosters loyalty and demonstrates concern. ✔️ Perfect the little details Often, the smallest things have the greatest effects. Consider how the lighting changes from day to night, how a napkin is folded, or how the music enhances the atmosphere. A unified, unforgettable atmosphere is produced by these details. Every location is created with the intention of telling a story, and the details are what make the tale come to life. ✔️ A strong team = exceptional service Without an empowered, well-trained, and mission-aligned staff, no venue can succeed. Being a host is a team sport. Make an investment in your people. Celebrate your victories. Openly discuss difficulties. Above all, establish a culture in which each team member takes ownership of the visitor experience because their concern is evident. ✔️ Tech should enhance, not replace hospitality Use technology to make things smoother, not colder. Digital tools and AI can help personalize menus, expedite reservations, and increase operational efficiency, but nothing can replace the human touch. Instead of reducing interaction, use technology to free up more time for your team to spend with guests. ✔️ Guests don’t just choose food, they embrace experiences We are now in the experience business rather than the food industry. People go out to experience celebration, comfort, connection, and excitement. Create moments that transcend the plate by planning your areas, your service, and your narrative. That's what makes a new visitor become a devoted regular. A successful F&B venue is about how you make people feel, not just what's on the menu. That’s the heart of hospitality. What do you think? What else would you include on this list? I would be interested in hearing your viewpoint. #HospitalityExcellence #CustomerExperience #HospitalityChecklist #7Management

Love this campaign by Stella. "Worth it" ✨ Playing off a familiar scene we all know. That claustrophobic bar. Enter "Claustrobar" You're crammed shoulder to shoulder... Getting bumped left and right. Then you get your first sip. Makes it all worth it. 👀 Or does it...? We're seeing the OPPOSITE trend for B2B events. Marketers want smaller more niche events. Think dinners with 15 to 25 people. ONLY the exact ICP they want. We just did our Q1 retro at The Alliance 🧵 NEW Q1 EVENT DATA FOR YOU: Dinners under 25 people drove 3.4 times higher average pipeline per attendee than 200+ person field events Sponsor satisfaction scores were 27 points higher for private dinners vs traditional happy hours Events with personalized pre invite cadences had a 35 percent average acceptance rate among ICP targets Renewal rates on sponsor programs anchored around curated dinners hit 82 percent, compared to 58 percent for "open bar" events Thats why we're doubling down on niche events. Dinners and intimate VIP exeperiences. Why they worked so well: Step 1: ICP first targeting Every attendee list starts with sponsor aligned ICP firmographic filters: Company size, role seniority, industry fit, existing buying intent. Step 2: Personalized outreach Dedicated in house teams send direct invites framed around relevance. We track weekly acceptance rates and optimize touchpoints if we fall below 30 percent. Step 3: Pre event intel Sponsors get attendee insights two weeks before the dinner. They know which companies and titles are coming so they can plan the content PRECISELY for that audience to make it hyper relevant. Step 4: Structured conversations No loud music. No random crowds. Strategic seating charts and guided conversation topics aligned to the topics attendees and sponsors care about. This makes the experiences great for BOTH the company sponsoring and the attendees. Ends in a win win for everyone. Example for you: At our Austin dinner for a sponsor in Jan - 17 handpicked senior leaders attended - 76 percent of attendees booked follow up demos within 21 days - The sponsor sourced $3.2 million in net new pipeline which was 3.1 times their original goal TLDR Invest in more dinners ✌️ 

For the first time, I felt genuinely done with evening networking functions at Convening Leafers this year. Not because I don’t enjoy seeing people or making connections, but because the format was exhaustively the same night after night: loud music, dark venues, tiny reception-style food, constant stimulation. Three days in a row. It felt kind of like attending a rave festival. But you are also doing full days of meetings and sessions - no real recovery. Just repeatedly cognitive and sensory load. At first, I thought it was me getting old. I used to love it, and I was weirdly proud to be the “last one standing”. It is part of the job. It is how it goes. But from a neuroscience perspective, apparently, this isn’t surprising. Our brains are not wired for prolonged, high-stimulation social environments without adequate downshift. Continuous noise, movement, novelty, and social scanning keep the nervous system in a heightened state. Over time, that doesn’t energize us — it depletes attention, reduces memory formation, and increases decision fatigue. Some of my evening highlights from that week weren’t the big parties. It was the last hours drinks with Lindsay Martin-Bilbrey, CMP, Miguel Neves, Marc Ghafoori and a few other. It was the 2 hours dinner with Ksenija Polla, CMP, CICE. The quieter, more human moments. Ironically, while research continues to show how much people crave in-person interaction, how we design those interactions matters just as much. The old-school - big, loud, a lot of things happening in a blurry - can become counterproductive if it’s the only social option we offer. Are we brave enough to leave white space? White space for choice. White space for people to create their own intimate experiences — rather than prescribing a single, repeated format for connection. The most meaningful networking doesn’t need a stage, a DJ, or a packed ballroom. It just needs the right conditions for the brain — and the human — to feel at ease. Are we designing the event this way? #eventdesign #associationmeeting #ICCAWORLD #eventprofs

Networking events can be a nightmare for neurodivergent folks. The unspoken rules. The overwhelming noise. The pressure to "just go up and introduce yourself." If you actually want your event to be neurodivergent-friendly, here are some easy wins: ⏰ set clear start and end times - predictability helps 🤝 facilitate introductions & people meeting - don’t leave people stranded in the “just go talk to someone” abyss 🗣️ create small-group space - not just one big, loud room (who doesn't find that overwhelming? 😅) 🎧 reduce sensory overload - think natural lighting, lower noise, and multiple conversation zones. 🤫 have a quiet/break room - a place to recharge can make a huge difference. 👕 ditch the rigid dress codes - let people wear what feels good. 👃 go scent-free - strong perfumes, colognes, and air fresheners can be overwhelming 🍽️ offer sensory-friendly snacks. A lot of conference food can be awful, with few options for more particular eaters. One of my favourite examples is the DIY pasta station at the College Autism Network. They had plain noodles separate from cheese and sauces so attendees could mix and match and choose their own adventure as needed. What am I missing? -- p.s. I'm planning ND Connect's first in-person member meetup. So anything else I should be considering is so helpful right now and appreciated :)

We’ve spent decades removing friction for guests. Maybe that’s now becoming a problem. Hospitality has been obsessed with “frictionless” service, streamlined check-ins, and polished efficiency. But here’s the catch: when everything is easy, nothing is memorable. Gen Z and younger luxury travelers are tired of skating across glossy surfaces. They crave meaning, stories, and belonging, and meaning often comes with a little effort. Cultural brands already get this. Bon Iver’s album launch sent fans smoked salmon with a poet’s insert, a candle that smelled like a winter cabin, and an app guiding them to intimate listening parties. Many entry points, each a breadcrumb leading you deeper. Some hotels are rewriting this playbook. Aman Tokyo’s tea ceremony is an intentionally slow, ritualized welcome. It’s not convenient, but that’s the point. The friction makes it sacred, and guests leave with a story that outlasts any room amenity. — 5 Ways to Design Joyful Friction in Hospitality 1. Name your rituals. Stop hiding magic behind generic labels. “Turndown service” becomes “Night Script.” The “welcome drink” becomes “The First Pour.” Language signals intention and gives small moments emotional weight. 2. Multi-sensory storytelling kits. Borrow from cultural launches: On arrival, offer a mini city-scent candle, a handwritten poem from a local artist, and a ticket to an intimate lobby performance. Guests engage through touch, scent, and story, each doorway into your brand narrative. 3. Ask, then delight. Have guests complete a three-question “mood card” pre-arrival. Match it with a curated in-room surprise, a book, cocktail, or soundtrack. Effort makes them feel seen (backed by the IKEA effect: effort increases attachment). 4. Create scarcity with care. Design one-hour windows of magic: a nightly martini ritual, a chef’s table for four, or a password-protected dessert. Scarcity raises perceived value while making participation feel earned. 5. Ladder your story over time. Instead of trying to impress all at once, let the brand unfold: Visit 1: A custom coaster. Visit 2: A staff pin unlocking a library room. Visit 3: A seat at the chef’s counter. Each stay deepens their connection and drives return intent. "When everything is effortless, nothing is extraordinary." — Why This Works Choice overload studies prove curated experiences are more satisfying than endless options: - The scarcity principle shows limited access elevates perceived worth. - The IKEA effect reveals guests value what they invest in. Luxury travelers aren’t chasing convenience anymore. They want layered experiences that feel personal, not packaged. — Final Thoughts Hotels that dare to introduce meaningful friction don’t feel cold or inaccessible; they feel alive. Because in hospitality, perfection isn’t about smoothing every edge. It’s about designing edges worth touching. #LuxuryHospitality #GuestExperience #BrandStorytelling #ExperienceDesign #EmotionalDesign

Step forward. Step outward. Step together. Three simple steps to build community I learned from Rhona Segarra and shared at Future Product Days. In my opening night keynote "With Heart and Head and Hands" I tuned Rhona's simple yet powerful steps to the context of a conference (or any other meeting of people). My goal: to help people overcome the awkwardness of not knowing who to talk to and instead meet one another to have meaningful conversations and build new relationships. Here's what to do: Step Forward (literally): When you see someone you want to talk to, walk up and engage! The place to start is with Vanessa Van Edwards' viral conversation starter: Replace "How are you?" (a recipe for dreadfully boring empty convos) with "What's good?" Step Outward (to be your true self and invite others to do the same): Now that you have a conversation flowing, make sure it is meaningful and inclusive. The place to start is by share your values and purpose: Tell your new friends what you care about and what you want to discuss, and find common ground. And as you do so, make sure to stand in an open circle and invite others in so your group can grow. Step Together (to keep the conversation and relationship going): When connection is built, make it last without making it the only connection of the day. The place to start is by making concrete plans for when and where to re-engage. "Let's grab coffee some time" is the end before anything has begun. "Let's go to dinner tonight! I'll suggest some options and send you the details. 6:30PM, and bring your friends!" stalls awkwardness and hesitation before they have a chance to take root. And once you take the initiative, your problem won't be finding someone to share your meal with, but finding a place that can host everyone around a communal table. The day after my talk, several people pulled me aside to let me know they'd tried these steps and they worked. And that evening, I found myself at a table outside a restaurant in Copenhagen sharing a meal and deep conversation with friends new and old. Because Rhona is right, and these three simple steps do in fact build community. Here's Rhona's TEDxSurrey talk "3 simple ways to build community." It just might be the best 10 minutes you spend with the internet today: https://lnkd.in/g3db79Ti #futureproductdays #tedxsurrey #howtomakefriends #connection #keynote #linkedinlife

Don't Just Satisfy Your Customers—Delight Them! In the service industry, especially as a corporate trainer, I’ve learned that success doesn’t come from just meeting expectations—it comes from consistently exceeding them. When we delight our customers, we create relationships that go beyond transactions. We build trust, loyalty, and a sense of belonging that makes our clients return time and time again. ✨As Maya Angelou famously said, "People will forget what you said, people will forget what you did, but people will never forget how you made them feel."✨ From conducting countless training sessions, I’ve realized that clients remember the extra effort you put in to customize solutions for their needs or the small gestures that show you truly care. ✨They’re not just looking for a service—they’re looking for an experience.✨ How can we delight our customers and retain them for life? Here are some simple yet effective ways I’ve applied in my journey, which you can too: 👉Understand their true needs: Go beyond the surface and dive deep into what they really want, even if they haven’t articulated it. 👉Customize your approach: Whether it’s a product, service, or training program, tailor it to suit their unique challenges. 👉Be available and approachable: Customers value responsiveness. When they know you’re there for them, it builds immense trust. 👉Offer more than expected: Surprise them with bonus resources, faster delivery, or an added value they didn’t anticipate. 👉Ask, listen, act: Seek feedback and show them you’re serious about improving based on their input. 👉Build relationships, not just transactions: Focus on long-term connection, not just short-term gains. Think of your customer as a guest in your home. You wouldn’t just serve them tea—you’d make it special by offering their favorite snacks, engaging in meaningful conversation, and making them feel valued. That’s the essence of delighting a customer! ✨ Delight isn’t a one-time act—it’s a culture. Let’s make every interaction memorable, meaningful, and impactful. What’s one thing you do differently to delight your customers and make them feel special? Share your ideas below—I’d love to learn from you! #CustomerDelight #CorporateTrainer #ServiceIndustry #CustomerExperience #CustomerRetention

❌ A common mistake in live sports and entertainment: thinking the answer is more content. ✅ The real opportunity? Interactive content. Gamification is proving that deeper engagement doesn’t come from flooding fans with videos or posts - it’s about creating experiences they can participate in. I’ve seen first hand how interactive features like predictors, fantasy games, and real-time fan polls can transform passive audiences into active participants. Why this matters: - During live sports events, people using non-betting gamified applications checked the leaderboard up to 10 times throughout the event (Dizplai case study data) - Interactive content creates data rich opportunities for sponsors and rights holders to better understand and serve their audiences. - It’s not just about views anymore - it’s about actions and relationships. The shift is clear: fans don’t just want to watch; they want to play, predict, and shape the event as it happens. If your content strategy isn’t interactive, you’re leaving engagement (and revenue) on the table. We’ve recently published a report on the opportunity, including some fantastic case studies across the world of sports and brand entertainment. Link in the comments for the full report: P.S. If you’re curious about how we’re turning live audiences into communities through gamified experiences, DM me. Let’s talk.

I've noticed a new trend appearing, so I wanted to mention it out loud after discussing it with our volume build clients over the past few months. LED Volumes might have been designed for Virtual Production, but they are increasingly being used for Live Events and Location-Based Experiences, too. We've seen an uptick in enquiries about using our spaces in LA and Melbourne in this way. And it's not really a surprise, if you think about it. As you can see below from the BYD event we did in Melbourne last year, volumes can provide a vibrant, dynamic and engaging backdrop for premium live audience events or pop-up location-based experiences. The wrap-around screens can immerse customers, audiences, attendees or fans in a completely different world, or any other stylized visuals you want, which could be responsive to music or other cues throughout the event. The tracking technologies we have throughout our volumes could also be used to facilitate any number interactive experiences. And the great thing about studios is that they usually have plenty of open spaces and most, like ours, also include adjoining production offices, corporate areas and green rooms, giving a large events team all of the spaces needed to stage something incredible. I've worked on a couple of things like this before and to me, the key to holding an incredible event in a VP space is to lean right into the sense of immersion and perspective it can create. Imagine walking into a key building/location from a major IP franchise - and everything you see outside looks like a live environment from that world, no matter how surreal it might be. Think a settlement from The Last of Us. As an audience, you could freely watch a story unfold or an attack happen through the windows while never feeling like you are in a volume. And then you could also have the ability to interact with the screens using props, or gestures tracked by our mocap systems. These are all brilliant capabilities that would be applicable to most of the largest volumes around the world. But I think there is another reason we've seen an uptick in interest in our LA studios, too. Most volumes are contained spaces that aren't great for large crowds or audience movement. But our Dynamic Volume System in LA changes that by allowing every wallPod, or section of LED wall, to quickly be driven into any configuration that fits any unique plan; you could even change the config and experience on different days to keep things fresh. Being able to create a nice wide, open arc, or an enclosed immersive space with the same volume components - or floating sections that encourage exploration, gives event planners a virtually unlimited canvas with which to get creative. The only thing I'd like to see is more creative events people turn their minds to the possibilities here. Exclusive dance events, striking product reveals, gamified storytelling experiences or fan engagement opportunities; it's all possible in a volume..