Sticktion: Memory as the catalyst for a better customer experience
Lou Carbone, CEO of Experience Engineering, came to share his work with Professor Kathy LaTour's marketing classes (services marketing, principles of marketing). Carbone and LaTour have been working together on various projects for the last fifteen years, after meeting at the Mind of the Market Lab at the Harvard Business School.
Professor LaTour's work on memory reconstruction offered important insights into how marketers can "backward"-frame an experience by influencing how consumers remembered the event. Carbone’s work on experience design had primarily focused on engineering the experience prior and during by implementing clues that guide how consumers interpret the experience. Most recently they published an article in the Cornell Hospitality Quarterly on "Sticktion: Assessing Memory for the Customer Experience" (http://scholarship.sha.cornell.edu/articles/496/).
Enroll now to develop and expand your knowledge of the many facets of hospitality management.Read more »
In a competition sponsored by the Leland C. and Mary M. Pillsbury Institute for Hospitality Entrepreneurship, nine teams had five minutes each to present their innovative ideas for how to make the best use of Pepper, an interactive child-size humanoid robot, in the hospitality industryRead more »
The Hospitality Business Plan Competition provides an experiential learning opportunity to rising entrepreneurs looking to make their mark on the hospitality industry. This year's finals will take place Saturday, March 17.Read more »
Marco Benvenuti, MMH '05, co-founder of Duetto, told students attending the Dean's Distinguished Lecture Series to embrace what makes them unique.Read more »
By creating unforgettable experiences that turn consumers into brand devotees, George P. Johnson CEO Chris Meyer '87 is reinventing marketing.Read more »
Brad Wellstead, lecturer in properties development and management, is currently mentoring, tutoring, and facilitating four SHA students who are participating in the first-ever Park Inn by Radisson INNovation competition.Read more »