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“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. 

All presentations represent the opinions of the presenter and do not represent the position or the opinion of SAS.