Tag: J. Bruce Tracey

Creating Enchanted Customer Experiences

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 […]

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

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 […]