Bill Geist's Zeitgeist

That's Bold

Every year seems to favor a new word...intentional one year, paradigm the next, pivot during the plague, etc.

In virtually every interaction I've had with community leaders in the destinations with which we've been working, this year's word is "bold." As in community leaders looking to their Destination Marketing Organization to "be bold." While DMOs are under fire in several destinations, there are many other communities that are looking to their DMOs to step up and lead. Which is exactly what we should be doing. As I've said before (and will to my last breath), our sector is less DMO than DLO: Destination Leadership Organizations.

And, there is no other DLO that has been bolder this year than the Sedona Chamber and Tourism Bureau. Readers of this blog have followed with us the dumpster fire of a community that lost their shit 5 years ago. Listeners of the DMOU podcast have heard former CEO Jennifer Wesselhoff explain how the Chamber moved aggressively to mitigate issues that residents found onerous.

On Monday, the Sedona Chamber cut ties with the City and called upon it to rescind the portion of the Room Tax that historically funded tourism promotion. In doing so, the Chamber took a bold step to support local business and the community's economy in ways in which elected officials are unable...doing what's right without fear of retaliation or retribution by people who are singularly motivated by what will get them re-elected and not what's right for the community.

Bold kudos to you, Sedona Chamber/Bureau. Here's to doing what's right, regardless the cost.

MSP Overnight

When one has logged over 1.5 million miles in the air, there's not a lot for what one isn't prepared. Yet, it happened to me Friday night. I've been stranded overnight many times...but always was able to score a hotel room (even as late as 3:30 am). That didn't happen this past weekend and I spent my first overnight in an airport.

The experience was a never-ending cascade of mistakes punctuated at almost every turn by bad communication, starting with the gate agent we met as we returned from a futile attempt to de-ice. "I don't know," isn't an acceptable answer. And, it propelled my flight-mates and me to figure it out on our own.

Because most of the seating throughout the airport has arm rests, sleeping on seating is pretty much out of the question, if one wants to recline. I ultimately found a semi-dark hallway off F Concourse and spent a few fitful hours on the floor, my backpack as my pillow.

When I finally gave up trying to sleep at 4am, I started to walk the airport and was stunned at the number of people I discovered reclining on padded sleeping mats. Where did these come from? I didn't see them at 2 when I gave up and hit the floor. And yet, they were everywhere. How did I miss this opportunity?

As I continued my journey through MSP, I made other discoveries. Concourse C is exceptionally noisy due to the airport's odd need to continually broadcast that the shuttle isn't in operation overnight. And the seldom used Concourse B? That's where there are no armrests and lots of nooks and crannies in which to find solace as you crash for the night.

Which got me to thinking. Sleeping in an airport is rarely a pleasant experience...and most of us (even veterans like me) don't know how to diminish the anxiety and pain of the experience. So, wouldn't it make sense for airlines to avoid the chance to deliver a service miss with a clueless and uncaring gate agent (he honestly should be canned post haste) with a flash card or QR code that offers suggestions for how to overnight in an airport?

Just a thought...because that would make me love my favorite airline even more.

New on DMOU: Rachel Brown

A Destination Marketing consultant recently opined that diving into Sustainability and Stewardship carries with it some danger...and we don't disagree. But Visit Durango's Rachel Brown counters with all the reasons her DMO believes they must engage. She discusses how they've adapted the Care for Colorado program on a local level and shifted their budget to Destination Management. Plus a Bonus Round question that features her staff's Team Building initiative. Very cool stuff.

Sticking with Gen Z

It's a conversation I've had with several HR Managers in the past year: Gen Z is stunningly whipsmart...but they are snowflakes, melting (or melting down) at the slightest criticism or re-direct. One HR pro told me recently that their firm was done tiptoeing around them, that it was depressing ROI and that older, more productive workers were quitting because Gen Z was impossible to work with.

And, it's not Gen Z's fault...it's ours for coddling them. Most don't know failure or defeat because we didn't allow them to experience that emotion...and many are now utterly incapable of accepting it.

I thought of those conversations when I saw this fascinating article on the future of Malls in Fast Company. America's small regional and local Malls are failing, littering our destinations with blighted parking lots and outdated structures.

A group of High School students were asked to ideate the next generation of Malls. Their initial recommendations were mostly cosmetic...and unceremoniously rejected by Mall ownership. Not unexpectedly, half the students quit the Team...but the story is about the ones who stayed.

The remaining students devised a plan with more radical ideas, focusing on features that they, as teenagers, would want to use. The students proposed using vacant stores in the Mall for experiential offerings, like virtual reality rooms and an immersive themed spa. Their second presentation to the mall was received more warmly. “Victory tastes sweeter after the heartache,” one of the Team said afterward.

Which, of course, got me to thinking. As Destination Marketing Organizations increasingly engage in product development or upgrades, our failed Malls are often our biggest eyesores and missed opportunities. Should we take a page from this playbook and convene our teens and Gen Zs to counsel the experts on what would bring them back to the Mall?

'Cause the rest of us have moved on.

Just a thought...

Jim Dandy to the Rescue

Not sure why I can't get the Black Oak Arkansas classic out of my head...but isn't that what Destination Leadership Organizations have become in the past three years? Coming to the rescue of local businesses that need a helping hand in times of crisis?

That's exactly what the Pinehurst, Southern Pines & Aberdeen CVB did when their power grid was attacked by vandals as their communities entered the all too crucial holiday shopping season. Within hours, Phil Werz and his staff hatched a plan to support their area merchants in a time of acute need.

You can hear about "Moore Miracles" and much more about how that DLO is rockin' their destination on the latest episode of the DMOU podcast.

Cool stuff.

It's Still the Most Elegant Funding Model

Back in the 1990s, Missouri unveiled the most elegant funding model for Destination Marketing that we've ever seen. On this week's edition of the DMOU podcast, we talk with one of the architects of the Missouri Model, Tracy Kimberlin, the recently retired CEO of the Springfield MO CVB.

Inspiring stuff for DMO pros, to be sure.

That's a Wrap

For those that have been missing their daily dose of Zeitgeist, j'excuse. We've been burning on finalizing preparations for and launching the inaugural Board Leadership for Destinations Symposium with our friends from SearchWide Global, Civitas Advisors, CFObyDesign, Fired Up! Culture and representatives from Destinations International. Hosted by one of our dearest friends in the industry, Maura Gast and the exceptional team at the Irving Convention Center, the event exceeded even our expectations when we hatched this egg of an idea in Toronto last summer.

Thanks to the DMOs that joined us on this journey for your faith in our ability to deliver compelling content to your Board members and provide them the opportunity to interface with their peers from across the country, from Mat-Su to Savannah and Newport to Anaheim. And thank you for the closing session encouragement that this was, indeed, an empowering experience for CEO and Board members alike. That was our intent all along.

And, for those that couldn't join us because of scheduling conflicts, know that we'll be announcing future dates in the coming weeks.

Because, this was just too cool of an experience for all of us to not do it again.

For all that joined us in Irving...Thank You.

New on DMOU: Embracing the Night Time Economy

A lot of attention is paid to the 6a to 6p economy...but that has been a disservice to its 6p to 6a sister of the night. 24 Hour Dallas intends to change that...and we talk with the organization's Coordinator, Bryan Tony, on the most recently released episode of the DMOU Podcast.

Chick here to listen...or find us on your favorite podcast platform.

Wisconsin...You're on Deck

Sensational news out of Illinois last week that their State Legislature has, on a bi-partisan vote no less, approved one of the best pieces of Tourism Improvement District legislation we've ever seen. Aided by our friends at Civitas Advisors, which recently assisted the launch of their 200th TID in Louisville, Land of Lincoln DMOs will soon be able to work with their local hotel communities to increase resources for Destination Marketing and Development.

Hey, Wisconsin? Your competitor to the South already has a sensationally better DMO grant program than you do (and has for almost 40 years). Gonna let them get even further ahead by continuing to sit on your hands?

Just sayin'

What Hoteliers are Thinking Today

Prior to the Plague, the best Destination Marketing professionals had a pretty good idea of what their hoteliers were thinking. But today? 

The DMOU podcast is back from Holiday Hiatus with STR's Vail Ross, talking about the new demands, pressures and opportunities facing today's hotel executives. And, it's one of over 100 conversations waiting for you in the DMOU vault.

And, be sure to subscribe on Apple Podcasts, Spotify or wherever you listen to podcasts to ensure that you're notified the moment a new episode drops. Because we're looking forward to a great 2023.