As predicted earlier, the buzzword “du jour” in tourism is fast becoming transformation. Its predecessor, sustainability, has through over and mis-use become meaningless and ineffective lacking the capacity to lift hearts, inspire hope and, ironically, sustain action. I am delighted but also very concerned.. Here’s why.
New buzzwords are favoured by a sector that, by its very nature, has to focus on quick fixes to short-term problems and thrives on novelty. Tourism is a phenomenon run by marketers and there is a good reason for that. Its suppliers sell dreams and fulfill fantasies. The customer cannot experience the “product” prior to its consumption. Hosts must defy gravity and inertia to lift their customers from their armchairs to a place far from home by stimulating desire and imagination. Hosts must paint pictures that trigger a desire strong enough to generate a “click,” then a booking and sustain interest and enthusiasm through the rigours and unpleasantries of passage to the source of the anticipated experience.
In my forty-four year career, I have observed first-hand how marketers have progressed from one promise to another as their customers became more sophisticated in their needs and demands. While I like to look forward, sometimes an understanding of context and history can be helpful.
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