September 19, 2016

Book Direct: Hoteliers, you may be better prepared than you think

By Kelly A. McGuire, MMH ’01, PhD ’07

CHR Insights features industry analysis and commentary from Kelly A. McGuire, MMH ’01, PhD ’07, who is a CHR fellow and vice president, advanced analytics, for Wyndham Destination Network. Previously the leader of the SAS Hospitality and Travel Global

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December 18, 2014

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/).

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