Will an industry known for its optimistic outlook and creative pursuits return with the same gusto it had before? It's an interesting question since society has made further mental shifts compared to even a year ago when we realised the Covid-19 pandemic was not going away as quickly as we'd hoped. And there are definite consequences for the industry, requiring new strategies for navigating customer experience.
Karen Bolinger has a long history working in the events, tourism and hospitality services industry. During her time as CEO of the Melbourne Convention Bureau, the MCB achieved its most successful years on record, including Victoria's highest ever economic contribution of A$500 million in one financial year. She is currently Acting Chief Operating Officer for Destination Gold Coast and Strategic Business Consultant for PCMA (Professional Convention Management Association ).
Quotes from Episode:
"There (are) groups that want to go back to business as usual and think nothing has changed. And that is the nature of our industry. We love to meet. We love being in the industry because we like people. Now, our customers may think differently. And I think that's the conversation that we need to have as an industry."
"The case numbers are bouncing back, they're bigger than ever before... So it's actually scary to see that the strategies that you thought would work aren't working. And so what is our strategy going forward and how do we actually prepare for that?"
-When Covid 19-strategies aren't working it has a further mental health impact
-The pandemic's impact on innovation and dreaming in the industry
-The need to be vulnerable to receive moral support
-The importance of recognising where our customers' sentiments are as restrictions lift
-Karen's new challenge and her strategies for Destination Gold Coast
-How Karen decides on new opportunities while protecting her health
Connect with Karen:
LinkedIn: Karen Bolinger
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