Episode 47: Lessons Hospitality Can Learn from Retail with Marco Nijhof

Date Published: April 8, 2021

Welcome back to the Unconstrained Conversations podcast! This week, IDeaS’ chief evangelist Klaus Kohlmayr speaks with Marco Nijhof, group director of hospitality & guest experience at Value Retail. After having “done it all” in the hospitality industry, Marco applied his vast knowledge and experience in the retail sector. He is passionate about creating the right balance between digital and human interactions to enhance guest loyalty and value. In this episode, Marco shares what hospitality can learn from retail. Topics discussed include:

• The value of engaging guests in experiences vs. transactions
• Focusing on building relationships with the experience
• Reinventing the experience to stay relevant
• Balancing the drive toward efficiency with guest acquisition
• Advice for future revenue leaders

Check out Marco’s article “What I learned from the Retail industry and would apply back into hotels” discussed in the episode.

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