Marketing content shared with Michigan Business Network by:
Bonnie J. Knutson, PhD
The School of Hospitality Business
Broad College of Business
Michigan State University
Recent Posts
Marketing content shared with Michigan Business Network by:
Bonnie J. Knutson, PhD
The School of Hospitality Business
Broad College of Business
Michigan State University
Marketing content shared with Michigan Business Network by:
Bonnie J. Knutson, PhD
The School of Hospitality Business
Broad College of Business
Michigan State University
Marketing content shared with Michigan Business Network by:
Bonnie J. Knutson, PhD
The School of Hospitality Business
Broad College of Business
Michigan State University
Written by Dr. Bonnie Knutson
Who in your business should be responsible for your customer’s experience? When I ask managers and owners this question, the standard response is, “We all are.” That is true. Everyone in the company has a vital role to play in delivering a top-notch experience to each person who walks in the door, calls on the phone, or visits your website. But who is the experience cheerleader? Who is the chief architect for the totality of that experience? Just as how the definition of experience varies, so does the person responsible for leading the guest strategy.
45 NORTH AVIATION ADDS BRAND NEW PILATUS PC-12 NG TO FLEET
Traverse City, MI, November 26, 2018 — Stationed in Traverse City, Michigan, 45 North Aviation is pleased to have recently added a new aircraft to their fleet!
Written by Dr. Bonnie Knutson
If demographics aren’t the key, what is? The answer is emotions. This truism was brought front and center in an online report from Brand Keys.[i] The article points out what good marketers instinctively know: People buy with their heart and justify with their head. As noted neurologist Donald Caine said: The essential difference between emotion and reason is that emotion leads to action while reason leads to conclusions.”
Written by Dr. Bonnie Knutson
If anyone tells you that he or she can prophesize what your business will be like a year from the day you read this, let alone five years into the future, I wouldn’t bet those numbers on a lottery ticket. The only person I know that had it right was famed Yankees manager, Yogi Berra, when he said: “The future ain’t what it used to be.”
Written by Dr. Bonnie Knutson:
Call them Gen Z, Centennials, the iGeneration or just iGen. Whatever it is called, this generation follows the infamous Millennials (Generation Y). While there are no exact dates for when a generation begins and ends, in general, demographers and researchers use about a 20-year time frame for each cohort. Typically, then, iGens are said to have been born between 1995 to 2005, putting them still in school with leading edge finishing up their college years.
When I get on my soapbox advocating this delight thing, the question I always get from managers is how do I build that culture? How do I get my staff to go above and beyond the call of duty. To see what others don’t see. To do without being told.
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