Episode 47: Lessons Hospitality Can Learn from Retail with Marco Nijhof

Welcome back to the Unconstrained Conversations podcast! This week, IDeaS’ chief evangelist Klaus Kohlmayr speaks with Marco Nijhof, group director of hospitality & guest experience at Value Retail. After having “done it all” in the hospitality industry, Marco applied his vast knowledge and experience in the retail sector. He is passionate about creating the right balance between digital and human interactions to enhance guest loyalty and value. In this episode, Marco shares what hospitality can learn from retail. Topics discussed include:The value of engaging guests in experiences vs. transactionsFocusing on building relationships with the experienceReinventing the experience to stay relevantBalancing the drive toward efficiency with guest acquisitionAdvice for future revenue leadersCheck out Marco’s article “What I learned from the Retail industry and would apply back into hotels” discussed in the episode.Please subscribe to our podcast on your favorite podcast network and share with colleagues in the travel and hospitality space who may find this episode useful.