Bill Geist's Zeitgeist

The Challenge

This is the challenge, n'est-ce pas?

When the late former Illinois Tourism Director Donna Shaw announced that her office would be cutting back on promoting State Parks in favor of the rich experiences of Chicago, she defended the move as an attempt to attract the "high value consumer," referring to those that spend more than those that bring their own bed, beer and bait.

Cathy Ritter, another former Illinois Tourism Director, shared her definition of a high value consumer on the DMOU podcast as one that shared the values and honored the culture of a place.

Both are clearly in play in Hong Kong, according to this story in the New York Times.

But, what a conundrum, eh? How to be a welcoming destination (and DLO) when you really don't want "locusts" weaving through your community.

New on the DMOU Podcast: Kara Franker

For DMOs that produce destination events, it often consumes months of staff time. Yet, Visit Estes Park turned a festival that a neighboring community was preparing to sunset into an event that garnered national media attention in just 100 days. CEO Kara Franker guests to tell the unique story of the revitalized "Frozen Dead Guy Days," an event that not only bolstered a need time on the calendar but also raised money for workforce housing and daycare initiatives. It's a stirring story of community collaboration you're not going to want to miss. You can find the conversation HERE.

And, while you're at it...check out the sensational video behind the story Kara tells on the podcast about backing a Room Tax increase to support local workforce housing and childcare.

Simply brilliant.

The Self-Absorbtion of Reclining

Years ago, we began issuing "Air Laws" in an attempt to draw attention to the self-absorbtion of some passengers on airlines. Our very first Air Law was directed at those that mindlessly jack their seats back, with no thought for the person behind them.

A post by thelkshow recently suggested a novel solution: "When you are on a flight and the person in front of you reclines their seat all the way and leaves you no room, turn on the air conditioner above you on full blast and point it at the top of their head."

Brilliant.

Smiles All Around

Walking back to my hotel after an early morning presentation to the Rockford Area CVB Board, I came upon a corner that made me smile (click image to enlarge). 

It was the stone in front of the Rockford Park District that read "Webbs Norman Center." Along with former CVB CEO Wendy Perks Fisher, Webbs was one of the early national visionaries that saw the potential in Sports Tourism almost 40 years ago. It was their early partnership that set into motion the transformation of Rockford Tourism. This video offers a glimpse of that relationship.

My smile grew larger when I noticed that the street in front of the Webbs Norman Center has been renamed Tim Dimke Drive...as Tim and his crew took Webbs' and Wendy's vision and expanded it even further with current RACVB CEO John Groh.

As I ducked into the sensational riverfront Embassy Suites Hotel for a quick bite before heading out, I had to smile again because I heard joy and laughter coming out of the kitchen...and that's a sound we've all missed over the past few years. But, there it was...and, as I surveyed my fellow diners, I could see how infectious it was for all of us.

And, that's just damn good management...the kind that empowers employees to have fun, please the guest and take incredible pride in their work.

Thanks Rockford...let's see if my next stop continues the streak.

Selfies

When I was growing up, we rushed the concert stage to take pictures of our rock and roll idols. It was in the early 2000s that I witnessed something quite different; fans rushing the stage to twirl and take a picture of themselves with the performer in the background.

The slow headshake.

Maybe it's because I'm not in love with my face...but the whole selfie thing is kinda lost on me.

And, it clearly is lost on community leaders in Portofino, where selfies have just been banned.

Re-Acquiring Resident Support

When residents begin to push back on what they perceive to be a community, neighborhood or attraction that is too crowded, they often point the finger at visitors. Whether that's true isn't the issue; local perception is.

Which is why what operators of East Maui's Twin Falls have recently done is so brilliant.

Earlier this month, they staged their first "locals-only day" and the results were pretty fascinating. According to the Maui News, heavy days at Twin Falls see between 200 and 450 cars, taxing the environment and creating parking headaches. On the day reserved for locals, only 150 cars were counted. So, check off the overcrowding box.

But, the really sensational part of the project was reacquainting island residents with one of their favorite childhood memories that they hadn't revisited in recent years because of all the tourists. As one of the employees there said, “the majority (who came) said they hadn’t come here in years and they had avoided the area because it was just overcrowded, so that was one of the comments we heard the most.”

And the island visitors who were turned away? A member of Friends of Twin Falls said, “most tourists were very understanding and ventured to the next stop on the road.” 

Gotta love it. Well played.

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.

Don’t be a Tourist – be an Explorist

For all the good (and evil) Artificial Intelligence can unleash...sometimes you just gotta laugh.

Like this video from Visit Denmark, written by ChatGPT and utilizing classic paintings and statues that talk.

10,000 views in two weeks. Not bad for asking a computer to have a little fun.

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.

New on DMOU

Next up on the DMOU podcast series is BVK's Victoria Simmons. The agency, probably best known in Tourism circles for their highly successful "That's WY" campaign for Wyoming, released its 2023 Trend Report over the holidays...and we sit down with Victoria to get a more nuanced view into to the findings.

That and over 100 interviews with some of the brightest minds in destination marketing await you in the DMOU vault. And...be sure to subscribe to be alerted each time a new episode drops.