Tag: J. Bruce Tracey

Creating Enchanted Customer Experiences

in 2021, Consumer Behavior Edition, Fall 2021, October 2021 5 comments

By J. Bruce Tracey, Professor, Cornell University and James Houran, Managing Director, AETHOS Consulting Group As the world attempts to recover from the seemingly endless Covid-19 pandemic, many hospitality companies have placed considerable emphasis on creating more engaging and enriching customer experiences. Indeed, there is growing evidence that customers are looking for something more and […]

Tags: 2021, Consumer Behavior, Fall 2021, J. Bruce Tracey, James Houran, October 2021

Memo to Leaders: “Enchanted” Marketplaces and Workspaces are on the Horizon

in 2021, Leadership Edition, May 2021, Spring 2021 4 comments

By: James Houran, Ph.D.Managing Director at AETHOS Consulting Group  and J. Bruce Tracey, Ph.D. Professor at Cornell University’s School of Hotel Administration Pine and Gilmore’s (1999) famous concept of the “experience economy” – introduced nearly 25 years ago – asserts that businesses intent on competition or differentiation must deliver “memorable events” for consumers because such […]

Tags: AETHOS Consulting Group, cornell, Enchanting, J. Bruce Tracey, James Houran, leadership, May 2021