Free Wifi and the Experience Economy

I’m writing and posting this blog sitting in the lobby of a holiday hotel in Ibiza. Around me are several holidaymakers similarly using smartphones, tablets, net books and laptops to share their holiday experiences, post photos and updates, check e-mails etc.

We’re all able to do this as this hotel has free wifi in its luxurious and tranquil lobby and lounge areas. This is my third holiday in a row where a traditional ‘package’ holiday hotel has offered free wifi access in public areas. You pay if you want it in your room but most prefer the congenial and social surroundings of the lounges.

At last weeks CIETT2012 conference I attended an excellent keynote from Prof Lynda Gratton and amongst many things that she said (which I will probably revisit in future blogs) was that

We are now in an experience economy where measuring money matters less to consumers than measuring experiences

And with data roaming charges being what they are it’s certainly become easier to share holiday experiences from a hotel lounge with free wifi.

Most conferences I go to now talk about the importance of storytelling, how businesses need to encourage their customers and clients to share stories and experiences – reputations defined as the stories told about you as opposed to what you say about yourself – and holiday hotels, so central to the overall holiday experience and operating in a very competitive market, need to give every encouragement to their guests to share stories. Continue reading “Free Wifi and the Experience Economy”