When Customer Experience IS the Product

Omni La Costa Resort & Spa Director of Marketing Erika DiProfio and Del Mar Research Principal Consultant Jeofrey Bean share their customer experience insights with the AMA San Diego podcast audience.

In industries like hospitality, marketers can’t afford to forget about the customer for even a second

No issue is more important to marketers today than the customer experience. It touches almost every aspect of marketing and brings marketers to the table with other business leaders to affect positive change.

And in no industry is the customer experience more central to business success than hospitality, where the customer experience is the product.

So we thought we’d get a current perspective on the customer experience from a hospitality insider: Erika DiProfio of Omni La Costa Resort and Spa. As Director of Marketing, Erika literally eats, sleeps and breathes customer experience. Her resort is subject to guest visits, reviews, social media posts and traditional media coverage 24/7/365, so she’s always on call and ready to respond. Erika participated in our State of Marketing report and panel, so we knew she’d come prepared with insights and anecdotes.

We also welcomed to the studio customer experience expert Jeofrey Bean. Jeof is an author, speaker, UC San Diego instructor and Principal Consultant at Del Mar Research who works with leading customer experience companies. Jeof was featured at our Customer Experience Revolution event earlier this year. He is great at explaining how customer experience is not just an initiative at leading brands, it’s a culture. He also helps us understand how the learnings from Erika’s industry apply elsewhere.

Listen in for a fascinating discussion on this important topic!

And don’t forget about our first-ever Holiday Listener Contest! Listen to shows, enter comments and if you’re an AMA San Diego member you’re automatically entered in a drawing to win an Art of Marketing ticket or host your own podcast on wsRadio. But hurry, contest ends Dec. 31, 2017!

AMA San Diego Podcast, Dec. 19, 2017: When Customer Experience IS the Product