“The modern (today’s) definition of Southern Hospitality is combining the ease and comfort of a digital interaction with the trust that your individual experience is unique and important.” – Clark Twiddy 

In a “socially distant” market, the hotel industry is among the hardest hit. Like many industries, hospitality will see both substantial and subtle shifts in the post-pandemic era. In this episode of Reimagine Marketing, Wilson Raj welcomes Clark Twiddy, President of Twiddy & Company to examine a set of recovery scenarios for hotels. On the consumer side, Wilson and Clark explore what guests say will make them feel safe when traveling, including contactless check-ins and check-outs, and an added emphasis on trust. Because “luxury is not a price point, it’s an experience.” 

This podcast covers: 

• How hospitality and travel brands are rethinking marketing efforts, moving from transaction-oriented to value-oriented.  
• The importance of being fast and digitally relevant while building common trust to reinforce engagements and relationships. 
• How to develop new processes and implement new technologies to adapt quickly to a changing market 
• The significance of creating a culture that promotes agility, innovation and collaboration. 
• Considerations for accelerating not just recovery, but resiliency, in the hospitality industry. 

Here are some of the resources we mentioned during the episode: 

• Experience 2030 Pulse Report: The Acceleration of Digital Engagement, Personalization and Trust 
• Experience 2030 Resources: Learn more about what defines today’s customer experience and how consumers and brands will evolve through the year 2030. 
• Old-fashioned hospitality starts with cutting edge-analytics: Learn how SAS Analytics helps Twiddy & Company orchestrate the ideal vacation 
• Connect with Wilson: LinkedIn | Twitter 
• Connect with Clark: LinkedIn | Twitter | Twiddy & Company 

Check out additional episodes of the Reimagine Marketing podcast series at reimagine-marketing.transistor.fm. 

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• Visit https://www.sas.com/en_us/explore/reimagine-marketing-podcast.html to learn more about our guests, upcoming episodes and more. 
• If you’d like to be a guest on a future episode, have an idea for a future topic or would like to share feedback about our Reimagine Marketing podcast, send us an email: [email protected]. 

About our guests: 

• Wilson Raj is global director of customer intelligence for SAS, responsible for global marketing to establish, evolve and evangelize SAS’ analytics-powered marketing solutions. Raj has held global leadership positions in marketing at Fortune Global 500® companies including Microsoft, Novell. Medtronic, and Philips, and advised C-level executives about digital strategy while at award-winning agencies Publicis Groupe, VML/Young & Rubicam and Wunderman. Raj has been featured in major media publications such as Adweek, CMSWire, CNBC.com, Forbes, InformationWeek, MarTech Advisor, MarketingProfs, ZDNet and more.  
• Clark Twiddy is president of Twiddy & Company Realtors, a hospitality and property management firm along North Carolina's Outer Banks. With more than 40 years as a second-generation family business, Twiddy & Company balances personal experience for customers with an aggressive commitment to data-based innovation. As a small business, Twiddy & Company has been an early deployer of advanced technology in the vacation rental space nationally.