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Marketing Strategies For The Hospitality Industry

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The hospitality industry is an industry that heavily relies on the experience economy. It is essential for hotels and restaurants to gain a competitive advantage through differentiation to create and provide unique experiences for customers. After all, customers not only pay for products, they also pay for the services provided, embracing the experience economy. There are seven marketing strategies to achieve this goal, two of which are “Physical Evidence” and “Process”. This paper will be discussing these two strategies and how the hospitality industry uses them to create memorable experiences.

The first of the two strategies is “Physical Evidence”. “Customers tend to rely on physical cues to assist in evaluation of a product before buying it. These physical cues are provided by the physical evidence of the product. In the hotels and restaurants, the physical environment plays a huge role in physical evidence. The physical environment includes factors such as ambiance and spatial layout.” (Professional Academy) These factors are crucial in evoking emotions in customers. When ambiance and spacial layout are done right or tailored to suit the theme of the restaurant or hotel, customers would feel positively about their whole experience.

Ambiance is a critical part of any restaurant or hotel when it comes to selling the whole experience. “Ambiance can be diverse. For example, from a relaxing, soothing environment in a spa to loud music, a dark room with bright lights in a

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