So what can the history of the hospitality industry teach us about modern business practice. Interesting observation by Micah SolomonLink Here
The Apple Store, to pick another example, was envisioned as the best customer experience anywhere (not just the best electronics retailing experience). So Apple benchmarked its customer service not against Best Buy, not against Radio Shack.
Instead, in preparing to open the first Apple Store, Apple chose to benchmark a company in an entirely different industry, hospitality: The Ritz-Carlton Hotel Company. From their study of the Ritz-Carlton, they developed the Genius Bar (a repurposing of the concierge station in the lobby of hotel: just like concierges at the Ritz, the Apple Genius Bar is staffed with empathetic, knowledgeable people who will, so to speak, help you get to where you want to go), as well as their very specific approach to greeting customers as they enter the Apple Store.
I think that increasingly a study of the long established practices of the hospitality industry is an important part of understanding the nature of experience. Again I would argue that Pine and Gilmore should have looked outside the USA for their early examples – Paris is in many ways the home of the Experience Economy. Read Rebecca Spang’s fascinating book on the invention of the restaurant and you see the elements of the experience economy emerge in the package of goods, service and experience that is restaurant dining.
While the hospitality industry has much to learn it also much to teach about creating experiences.