Kristi Gole, EVP at Global Hotel Alliance talks about, “what we see is what we look for,” and that seeing possibilities vs. obstacles make us even more creatively curious and helps balance risk for reward. Being in a niche luxury industry with limited resources, where the consumer believes MORE FOR MORE, Kristi says giving consumers control (like self-serve, freedom in using loyalty points) is the way to go. This not only operational constraints but also provides consumers with choice, building satisfaction, loyalty, and scale. And loyalty is what it’s all about. Kristi talks about luxury redefined as starting with understanding the user and broadening the value offering, increasing flexibility so consumers have choice.
Kristi Gole
