The secret to successful email marketing.

March 20, 2025

Filed under: Digital Marketing, Marketing Strategies, Effective Communication — @ 11:17 am

If you ask marketers “what’s the secret to successful email marketing?,” you’re bound to get a slew of answers about mechanics: ideal number of CTAs, optimal distribution time, the best platforms, effective templates, the importance of content calendars, and more.

See that? They go right for PROCESS. They focus on HOW TO DO IT.

Mechanics matter for sure, but they are not the answer to that question.

Because the secret to successful email marketing isn’t about process. It’s about PURPOSE.

What purpose does your ongoing email communication serve in your audience’s lives and how is your email content making their lives better?

These seem like lofty, grandiose questions. And maybe you’re thinking they are TOO lofty for tourism marketing. Like… “We’re not curing cancer here or giving anyone financial retirement advice. The purpose of our emails is to sell tourism packages and get people to come to our destination.”

No… that’s YOUR purpose for sending the emails.

But what’s THEIR purpose for receiving them?

Why do your emails matter to your audience?

Busy, overworked marketers lose that perspective because – quite frankly – it’s easier to focus on one’s own goals. An email marketing program becomes a “thing that needs to be managed.” A tool to sell stuff and/or generate brand awareness. And just one more item on a massive to-do list of competing priorities.

This is what leads to a narrow focus on PROCESS. It becomes, “how can we get these emails out the door more efficiently and with the least amount of time involved?” Enter…spreadsheets, platforms, templates, and habitual processes.

But none of that stuff – however efficient it is – matters if you lose sight of the purpose your emails play in the lives of your recipients. You know why they matter to you. But your email campaigns will only be successful in the long run if you focus on why you matter to them.

In the world of hospitality, this is what’s known as “serving, not selling.” And if you focus on serving their needs, then in the end you will ultimately sell more.

Here’s how you do it:

GET A NORTH STAR

You need a North Star that guides the purpose of your email campaigns – from the recipient’s perspective – and forms the mutually understood basis of your email relationship with them.

For example, are you their…

One stop shop for deals and discounts?
Source of travel inspiration?
Resource for “how to” knowledge?
Source of laughter and entertainment?
Helpful trip planning tool?
Escape from the monotony of daily life?
Source of news for your area?

You could be any one or more of those things – or something else completely – but what’s critical is that you promise to serve a purpose for them, and then you deliver on that promise with every email.

It’s like a pact you enter into with recipients. And the better you uphold your end of the pact, the stronger your relationship with them gets. It fosters trust, forges a bond, and establishes a place for you in their lives.

Can you serve this purpose for them and also achieve whatever YOUR goals are for the email campaign? Absolutely. The magic of a successful email program comes when purpose is satisfied for both sides of the pact. And if you continue to put theirs first, yours will follow easily, whether that’s sales, brand awareness, or referrals.

Lacking this mutually understood purpose, your emails are just a disconnected series of transactional messages to recipients. Each email you send may or may not matter to them depending on how much time they have when it lands in their inbox, whether or not your subject line grabs them, or a host of other factors beyond your control.

But WITH that purpose, which you reinforce and uphold each and every time you send an email, YOU matter to them. You matter for who you are and the place you have in their lives…not because of any one specific piece of communication.

THEN, STICK TO THAT NORTH STAR

Now comes the hard part.

Once you define that North Star, you’ve got to stick to it. It is soooooo easy to lose your way, especially because focusing on the efficiency of the process is so seductive.

Choosing content that upholds the purpose you’ve promised your audience requires time and fortitude. It’s not always quick. It doesn’t always fit into the templates you’ve already got designed. It doesn’t always align with the things you want to promote. Hell, it may not even always provide an opportunity for recipients to “click,” which is the (often misguided) holy grail of email marketing.

But it’s worth it because it cultivates passionate champions for your brand. They are not fair-weather friends. They have a meaningful, engaged relationship with you.

So… every time you’re about to plan a content calendar or draft an email, stop first and ask yourself: does this communication serve the purpose that we promised to uphold? Force yourself to use that lens as you decide what to include and how to frame it.

Will this take more of your time? You bet. But an email relationship is a weighty, meaningful thing that deserves the investment.

Email is a channel you own, unlike social media platforms where you’re marketing on “rented space” owned by someone else. Just look at how the looming US TikTok ban is freaking out marketers and influencers, who are living in fear that their entire audience will disappear in a blink if TikTok goes away. You own your email list and control those relationships, so any investment of brainpower and energy here builds equity with staying power.

One parting thought. While “purpose” is definitely the secret to successful email marketing, having a kickass subject line can’t hurt. Because even those recipients who love you don’t want to be bored to tears by a lackluster teaser. Here’s how to grab their attention with clever subject lines.

Clever signage makes a lasting impression on your guests.

February 11, 2025

Filed under: Marketing Strategies, Observations From the Field, This is Cool — @ 10:55 am

If you’re not having fun with your signage, you’re missing a huge opportunity to make a lasting impression on your guests. Why? Because clever signage is unexpected and therefore grabs attention.

I’m not talking about sidewalk chalkboards or temporary menu boards here. I’m talking about permanent signage that does its intended job…but with unexpected humor.

This transforms boring, necessary signage – restrooms, information, directions, rules, etc. – into a marketing tool. It’s an opportunity for you to share a joke, spark a smile, and quite possibly even inspire a social media share. And any brand can have this kind of fun, even a luxury brand. It’s all about being human and approachable.

Need a little inspiration? Here are several examples from around the world.

Seen in a New England church parking lot, this could say “No Parking,” but instead it says…

Seen at the Renaissance Nashville Hotel, this could simply say “Ice Machine,” but instead it says…

Seen at Hot Dog Tommy’s in Cape May, NJ, this could say “10am to 6pm,” but instead it says…

Seen at Bennett’s Sandwich Shop in Kennebunk, ME, this could say “No Parking,” but instead it says…

Seen at the Halifax Seaport Farmer’s Market in Nova Scotia, this could say “Lamb for Sale,” but instead it says…

Seen during the holidays at toll booths around NYC’s bridges and tunnels, this could say “Don’t Drink & Drive,” but instead it says…

Seen at the Ft. Lauderdale Airport, this could simply say “Pardon Our Construction,” but instead it says…

Seen at Miyahara, a sweet shop in Taichung City, Taiwan, this could just say “Ice Cream,” but in a nod to their building’s legendary origins as an ophthalmology clinic, instead it says…

And we haven’t even talked about BATHROOM signage, which is a prime opportunity to have fun. Check out these clever bathroom signs for a laugh.

The bottom line is this: why waste an opportunity to forge a positive connection with your guests when all it takes is a little thought, a dash of mischievousness, and a desire to make people smile?

Got some fun, permanent signage at your business? Send me a photo and I’ll squirrel it away for the next blog post about signage!

Locals play a key role in tourism marketing.

December 14, 2024

Filed under: Marketing Strategies, Branding Strategies — @ 1:02 pm

(Warning: ridiculously adorable baby photo below. Be ready to smile.)

“Tourism marketing” usually implies promoting to audiences who live elsewhere, yet locals play a key role in tourism marketing too. In fact, they play a far more critical role than most tourism brands are willing to acknowledge:

They are influencers, who can either help promote you or help promote AGAINST you.
They are, inevitably, your go-to-market whenever tourism slows (off-season) or gets interrupted (recession, natural disaster, global pandemic, etc.).

So essentially…they can become your greatest ambassadors AND they can save your bacon when times are tough. Surely this makes them an audience worth consistently courting, right?

And yet, in my experience working with tourism brands, I find that locals are often viewed as an inconvenience, and an audience that needs to be “placated” not courted. Tourism brands frequently complain that locals:

Don’t drink the Kool-Aid they’re dishing out…locals feel they know the REAL you and they love calling you out when you try to promote only your “good side.”
Feel entitled ownership of the area and begrudge the entity’s (perceived) power.
Resent floods of tourists coming to the area and disrupting their normal activities.

But if you only care about them when “regular” tourism is down, can you blame them for not loving you? Locals don’t like being your Plan B. Who would?

Instead of treating them like a fair-weather friend, you should consider ways to treat them like a special audience. You want their support, their goodwill, and their vocal promotion in good times and in bad. How do you get it? You need to instill a sense of pride in them about YOU.

This is true for all types of tourism entities…destinations, hotels, attractions, even tour companies and cruise lines within both their home base and the markets in which they operate.

Give locals reasons to take pride in you. And be proud to be associated with you. And want to brag about you to others. Let THEM pour your Kool-Aid.

In some ways, this isn’t about treating them as a tourist whose wallet you’re looking to open. It’s about treating them as a part of your tourism family.

Tasmania, Australia’s island state, does an extraordinary job at this.

The Little Tasmanian program was not created by Tourism Tasmania, nor is it designed to be a tourism promotion program. And yet, that’s one of its hidden super powers.

Brand Tasmania created the program, in collaboration with government partners, to foster early childhood literacy and simultaneously inspire in young children 1) a sense of pride in being Tasmanian, and 2) a sense of confidence that they can succeed in anything they choose.

As part of the program, every newborn in Tasmania gets a library bag filled with Tasmanian branded goodies that are both useful and inspirational. Besides a library card voucher and helpful information for parents, the bag’s contents vary, containing things like a Little Tasmanian board book and playmat, as well as a onesie that proudly proclaims the newborn’s origins:

With this program, Tasmania is creating future tourism ambassadors in its kiddos and current tourism ambassadors in their parents. It’s instilling a sense of pride in the state and giving them positive reasons to share stories. Indeed, I discovered this program because someone shared a photo on LinkedIn of her newborn in his Tasmanian onesie and she was enthusiastic about the Little Tasmanian program.

And Tasmania isn’t alone in cultivating future ambassadors from birth. The Italian soccer team Atalanta gives a newborn-sized signature Atalanta shirt to all babies born in the team’s home town of Bergamo through a program called Progetto Neonati Atalantini (Atlanta Newborns Project).

Newborn gifts may not be a good fit for you or your budget, although I strongly encourage tourism destinations to consider it and look for government or other funding partners. Even for-profit tourism entities (like hotels) who may not have access to government funding can partner with clothing companies, authors, toy companies, bookstores, and more to make it happen.

But aside from newborn gifts, there are other ways to show locals that they are not just your Plan B, but rather they are a valued part of your tourism family. This is true whether you’re a tourism destination or a tourism operator within a destination.

This goes beyond just sponsoring the local little league team and supporting local charities. Show them that they matter to your business. Some ideas:

Lots of tourism entities offer loyalty programs to tourists. But do you have one for locals? You could put together a program with special benefits for locals…you could probably even charge for it if the ROI to them was significant enough.
Offer a special “locals only” drink (at a special price) at your bar. You could offer this every night or just one night or just weeknights or just at happy hours. Whatever works for you, as long as it’s a regular thing, and they have to show their license with a local address to be eligible. Or, they have to be a member of your locals loyalty program if you go that route. (If you’re in a big city, you can make this more of a neighborhood thing with a clear block perimeter.)
Give them a sneak peek of new things…renovations, products, menus, activities, offerings, and more. Experiencing it first makes them really FEEL like part of your tourism family.
If you have consistent annual slow seasons, create value offerings for locals they can count on each year so they plan for it. It doesn’t matter to them if the weather is crappy and a lot of local businesses are closed. I personally would take an “Escape Your Chores” vacation in a heartbeat at the right price. Someone else cleans my room and cooks my meals and I’m not sitting in my home looking at all the closets I keep meaning to clean out and the bookshelves I keep meaning to organize? Sign me up.
How about hosting a “thank you party” at the end of tourism season for the locals?
You could organize a regular “locals only” drawing for swag and other giveaways – hotel rooms, spa treatments, meals, golf rounds, ski passes, and more. If you’re a destination, you can get your local operators to contribute the giveaways…it’s a win-win.

You may say to yourself “why should I give locals discounts when they might pay full price if I didn’t?” That’s because you’re thinking with your REVENUE HAT on, not your MARKETING HAT.

You’re courting the locals, not for their money (though that will come) but for their ambassador potential. You want them telling their friends and family about you with pride. You want them to be an unofficial part of your tourism team, sharing good things about you on social media. And you want them to WANT to see you succeed in your tourism effort…because it is also THEIR tourism effort.

Then, the next time “regular tourism” dips for whatever reason, the locals will feel a sense of community in supporting you instead of resentment over being your Plan B.

And heads up: you definitely want to nip local resentment in the bud before it escalates, or else you may find that locals are banding together and proactively doing what they can to STOP tourists from coming.

For additional tourism marketing ideas:

How to inspire word-of-mouth in tourism marketing.

The use of experience guarantees in tourism marketing.

How to steal travel marketing ideas.

One key to persuasive writing.

November 19, 2024

Filed under: Writing Tips, The Power of Persuasion — @ 8:53 am

As a marketer, your job is to influence people’s perceptions and behaviors, and persuasive writing is key to your success.

This is why you’ve got to stop opening your sentences with the word “I.”

When you begin sentences with “I,” they force the communication to be about YOU and YOUR perspective, such as:

From a hotel sales rep reaching out to a meeting planner: I would like a few minutes of your time to introduce you to ABC Hotel.
From a member of another department within your company: I need this by 2pm or I can’t make my deadline.
From a job applicant in a cover letter: I’m looking for an opportunity that will help me grow.

In each of those examples, the approach focused on the WRITER’S need, not the READER’S need. So there’s that reader, just sitting at their computer trying to juggle their own jam packed to-do list and busy life demands. And then you drop into their email, Teams chat, Slack channel, or whatever and add something to their unwieldy pile that YOU want or YOU need.

Why on earth should they care what YOU want?

Here’s the thing. By starting the sentence with “I,” you’re subtly putting the power in their hands. You’re not giving a compelling enough reason for them to be moved to whatever action you’re trying to inspire. Essentially, you’re making their cooperation a choice based on whether or not they have the time and inclination to do what you’re asking.

Reframing the sentences so YOU aren’t the focus makes them more persuasive. You can do this by positioning the perspective from THEIR point of view, or removing the you/them point of view entirely and giving the sentence a third party perspective:

You need a hotel that delivers X, Y, and Z for your meetings, and ABC Hotel delivers that and more.
Here’s why ABC Hotel is rated “5/5 – Most Memorable Meeting Ever” on 95% of post-meeting surveys.

Your numbers are needed by 2pm or the team’s deadline can’t be met.
The numbers are needed by 2pm or the team’s deadline can’t be met.

Your company has all the elements on my wish list, so I’ll dive right in enthusiastically from day one.
Growth is important to me, and I can see that’s one of your company’s key values.

This sort of reframing doesn’t guarantee that the reader will do as you ask, of course. But psychologically, removing the self-centered approach gives it a more compelling foundation.

Further, this “no I” trick is useful even beyond situations where you’re asking for some sort of action. Watch how using “I” can dilute the strength of so many other messages:

When sharing a fabulous report: I am pleased to share the latest report.
When delivering a proposal: I have attached the proposal you requested.
When confirming something: I just wanted to let you know that the cost has been approved.

You may not be trying to directly persuade the reader of anything with those messages, but all of them are weak, passive and typical. And self-centered, too…for example, why does it matter if you’re pleased? In messages like this, why are you drawing the focus onto yourself, when the focus should really be on the report, proposal, or cost?

Plus, let’s take this one step further: passive messages like that miss opportunities to grab your reader’s attention. Even if those messages aren’t directly asking for action, you do still want the reader to care, especially if the subjects are worthy of some spotlight. You can seize the chance to prime the pump, so to speak:

The latest report is going to knock your socks off.
The latest report shares some interesting surprises.
The latest report shows a strong rebound from last quarter’s stumble.

Everything you requested – plus one fun surprise – is in the attached proposal.
Here’s why you’re going to love the attached proposal.
The attached proposal meets your vision for the event…plus a little extra thrown in for fun.

The cost has been approved with all the additions you requested.
(Person’s Name) approved the cost in its entirety.
It’s exciting that the full cost was approved!

Each one of those examples grabs attention way more than the original vanilla-sounding “I” phrase.

There ARE circumstances, however, when it could actually be MORE persuasive – or at least more impactful – to begin your sentence with “I,” such as:

When you’re giving your word or making a promise. “I promise you…” is so much more meaningful than “You are promised that…”
When a personal apology is needed and you need to clearly accept responsibility for something you or your company did wrong. “I take full responsibility for the error and here’s what I’m going to do to make things right.” (But do you actually need to say the words “I’m sorry?” Find out here.)
When expressing your perspective would be impactful and appreciated. “I’ve written hundreds of proposals in my time, but crafting yours was the most fun I’ve ever had because…”

As a marketer, it’s important that you know when you should and shouldn’t begin your sentences with “I.” So one key to persuasive writing is awareness of the choice and then choosing wisely.

If this is a habit of yours – and don’t feel bad if it is because it’s pretty common – here’s one way you can break it. Periodically pick a day or even a week and take the “No-I-Challenge.” During the period you set, commit to not starting a single sentence with the word “I”…not even the ones where it doesn’t matter, such as “I have a doctor’s appointment at 1pm.” (“The doctor is seeing me at 1pm today.”)

It will be HARD and you’ll likely be frustrated at first. Wrapping your brain around how to reframe perspective will force you to think about wording in ways you don’t normally use. But that’s the whole point! Any new thing you learn feels awkward at first, but I promise you it gets easier as your awareness level grows.

But do yourself a favor and don’t cheat, ok? Replacing “I” with “We” still keeps the perspective with the writer, not the reader. And just dropping the “I,” as in “Wanted to share this report,” is majorly cheating. We all see that “I” even though it’s not there.

Overall, you’ll find that your writing will evolve to become stronger and more persuasive as you focus on shifting your sentences in this way.

For more persuasive writing tips:

The worst opening line for an email.

Here’s how to stop being an impatient writer.

Four writing tips to make tourism marketing more persuasive.

Here’s why marketing geeks rule.

October 18, 2024

Filed under: Public Relations, Digital Marketing, Website Strategies, Customer Service, Marketing Strategies, The Power of Persuasion, Observations From the Field, Media Relations, This is Cool, Social Media, Uncategorized — @ 2:07 pm

Effective, memorable, stand-out marketing always starts with a brilliant idea…and this is why marketing geeks rule in the idea department. Are you one? Your reaction to the three examples shared here will help you know.

First, let’s define “marketing geek,” which – in my world (tourism marketing) – is an affectionate compliment.

A marketing geek takes pleasure in the delivery of ANY successful marketing idea. It doesn’t have to be their own. It doesn’t have to be big. It doesn’t have to be revolutionary. It just has to strike you in such a way that you instantly appreciate all the invisible efforts that brought such a thing to life. It’s like a master chef tasting someone else’s delicious dish and immediately appreciating the culinary choices and skill that went into creating it.

And just like that master chef will be curious and ask questions of the dish’s creator, so too does a marketing geek question things.

We see things “out in the wild” and we’re SO curious about why choices (good and bad) were made. Why that font? Why that timing? Why that name? How did they pull that off? Why the bloody hell did they approve that ridiculous idea that tanked their brand? How long did that take? How much did that cost? And especially…did the marketing folks mean to do that or was it a happy accident?

More than that… we learn from everything we see. Every example we encounter gets stored away – in the creativity pantry of our brains, if you will – and we draw from that pantry every time we need seasoning for a new creative idea.

Take this photo:

On October 8^th, 2024, Jessica Campbell made history by debuting as the first female full-time assistant coach in the National Hockey League.

If you looked at this photo from that historic game and applauded whoever it was that suggested she wear an all-white suit…you’re a marketing geek.

In every photo, Coach Campbell “pops” dramatically while surrounded by a sea of black-clad Seattle Kraken players. And dare we mention that all the other coaches are wearing very dark suits as well? Not even a “slightly less dark grey” among them? You’ll never convince me any of these choices were an accident on the night of her first game, when all cameras would be shining a spotlight on this milestone story.

What do marketing geeks take away from seeing such a photo? A memorable reminder that if you want your photo to tell a marketing story, you need to make sure the right thing “pops.”

Need some tips for that? Learn the secret to a great tourism photo.

Here’s another example.

Like everyone, I’ve been in probably thousands of public bathrooms in my lifetime…restaurants, hotels, stores, airports, rest stops, office buildings, medical centers, libraries, museums, and more.

I don’t remember a thing about the toilet paper in any of them, except that it was – without exception – plain white.

So naturally my attention was grabbed instantly when I saw this toilet paper in the bathroom of a hospital recently:

It wasn’t just that the brand name “Scott” was blatantly showcased on the toilet paper. There was also a graphic pattern on it. It was actually kinda pretty.

So now, in my endless sea of white toilet paper memories, I can honestly say that moving forward, I will forever remember that the toilet paper in the bathrooms of NYC’s Mount Sinai Hospital at 98^th & Madison is NOT just plain white. Kudos to the Scott Paper Company (who probably intended this reaction) and to Mount Sinai (who may not have).

What do marketing geeks take away from seeing something like this? A heightened awareness that things get attention when they are unexpected or highly unusual. And this is especially true when it’s for a mundane, everyday product or experience.

Plus, if my reaction is true to form for marketing geeks, then such an encounter immediately inspires the thought, “what could we do with this?” Because right away, I thought of all our hotel PR and marketing clients and how cool it would be if they had unique, pretty, Instagrammable toilet paper for guests.

(Pssst… worried about costs, hoteliers? So put this toilet paper only in special suites or use it only during certain themed weekends. There is always a way, and in this age of social media, the surprise and delight ROI is worth it.)

The View – Lugano in Switzerland gets the whole “cool toilet paper” thing.

And as a final example, a true marketing geek would take great joy out of an email like this landing in their inbox:

As a medical insurance carrier, Anthem Blue Cross & Blue Shield likely has a lot of dry, seemingly boring, and it’s-for-your-own-good topics in their email content calendar. But that doesn’t mean they need to communicate them in a dry and boring way. I never thought I’d see myself smiling from an email about getting a flu shot, but smile I did. And I quietly gave their marketing team a mental high-five for it.

What do marketing geeks take away from seeing a subject line like this? Inspiration that ANY topic can have an interesting and attention-grabbing subject line if it’s approached the right way.

And come on, people… we’re in TOURISM. Surely if the medical insurance community can do this, we’ve got way more fun fodder in our arsenals to help us deliver on cool subject lines? See here for some tips.

The bottom line is that if you’re not already a marketing geek in this way, it’s not hard to become one…and your ideas will be better for it. Anyone can do it just by looking around, noticing things, and asking yourself “why” and “how” of everything you see. Eventually it becomes a habit and before you know it, you’ll be asking yourself “what could we do with this?” a dozen times a week. And this is why marketing geeks rule.

PS – I collect stellar marketing examples from all industries – not just tourism – to showcase here in this blog and in our newsletter, Tickled Red. So if you see any out in the wild that are worthy of applause by fellow marketers, send me a note/picture about it! I’m totally ready to geek out with you over it and may even use it in a future piece. Reach me at miranda@redpointmarketingpr.com.

The worst opening line for an email.

September 19, 2024

Filed under: Writing Tips, The Power of Persuasion, Effective Communication — @ 2:32 pm

A side view of a black and brown dachshund dog looking sideways at the viewer. The text reads "Do you REALLY hope I'm well," which is the worst opening line for an email.

Let’s cut right to the chase: “I hope you are well” is by far the worst opening line for an email. Or a letter. Or a LinkedIn message. Or any really any kind of communication, but especially when you’re trying to get the reader’s attention for something important to you…a sale, a deadline, a call to action, and so on.

Here’s why, and here’s what to use instead.

WHY IT’S BAD

It is – by a landslide – the most commonly used opening line in communications. That means people see it so often, they’re desensitized to it. It’s become a trite, meaningless phrase.

And worse than that, because it’s so overused, it feels disingenuous to the reader. Like…does the sales rep hawking event space or the colleague asking for your input on a report REALLY hope you are well? In truth, it’s likely they haven’t given much thought your well-being. Rather, they have something they need to tell you or get from you. You know it. They know it. Hence, disingenuous.

Here’s why this is a problem: humans have tiny attention spans. We are distracted, we multitask, and (thanks to technology) we get bombarded with way more communication than we can handle.

What gets our attention? When something is DIFFERENT.

So if you want someone to pay attention to the message you’re sending – engage with it, feel something, do something, or even just read the damn thing – why start the communication with a boring sentence that’s predisposed to make their eyes glaze over?

This is especially true for folks who work in marketing, sales, public relations, and journalism. You should never bait your hook with a forgettable line like “I hope you are well.”

WHY WE USE IT SO OFTEN

It’s like a way for writers to warm up before writing. You sit down to your computer and you don’t quite know how to start your message, so you type out that nice, generic opening line to get your brain started. Then you can segue into writing the REAL part of the message.

It’s akin to warm-ups for athletes before a competition or singers before a show.

The thing is…warm-ups are boring to watch. Just like they’re boring to read. They should be done behind the scenes and be invisible to the audience.

But writers, just like readers, are distracted, multitask, and have tiny human attention spans. So when we sit down to write something, we just want to GET IT DONE. Sitting there, staring at the screen trying to think what to write? That feels like wasting time. We get antsy. We get impatient.

So we fire off some version of “I hope you are well” and it gives our brain that dopamine hit that says, “I’m not wasting time, I’m actually writing something.”

Rinse and repeat this pattern often enough and soon it becomes a mindless habit. And voila: the worst opening line for an email becomes your comfortable go-to.

WHAT TO USE INSTEAD

Oh… you wanted a one-size-fits-all answer? Alas, effective writing doesn’t come from a cookie cutter.

You can still have your warm-up. Just make it “thinking time” instead of an empty phrase irrelevant to your purpose. Indeed, the best result will come when you craft an opening line tailored to the relevance of your message. Some examples that have crossed my inbox:

From a job seeker: When I read your job posting, it stopped me in my tracks and made me instantly want to apply.
From an industry colleague: Your website sent me down a rabbit hole of joyfulness.
From a realtor: NYC real estate is a blood sport.

Yes, it takes a little longer to come up with an opening line that stands out from the sea of sameness. But isn’t it worth it if it grabs your reader’s attention? If they engage with your opening line, they’ll be more likely to keep reading. And if the opening line is related to your core message, you’re wisely priming the pump.

Still not convinced? I’ve got two words for you: PREVIEW PANE. In email, LinkedIn messaging, and most forms of electronic communication, the recipient’s inbox is often set up so they can see a preview of the message before opening it. DO YOU REALLY WANT THAT PREVIEW TO BE “I HOPE YOU ARE WELL?” Ugh, it’s a waste of coveted, influential space that tortures my little marketing heart.

Listen, if you are in a massive hurry and absolutely have to “show” your warm up to your audience, at least make it different than the overused “I hope you are well.” You can try either of these:

Happy (day of the week)! You could also use the month instead, if it’s the start of a new month.
Hello from (location)! This is useful if your recipient is far away (“Hello from NYC” to someone in Georgia) or even in a different part of your building (“Hello from the 4^th Floor!”).

But if you want to break the habit of using the worst opening line for an email, these additional resources will help:

Here’s how to stop being an impatient writer.

The power of 15 minutes in writing.

Five opening lines that sabotage your email’s success.

Just remember…you may indeed care about your recipient and hope they are well. Just do it at the closing. 😉

PS: don’t even get me started on email subject lines.

What makes a good tourism marketing hook?

August 22, 2024

Filed under: Marketing Strategies — @ 5:54 pm

WARNING: jaw-dropping tourism photo below. Get your bucket list ready.

In the tourism world, a “marketing hook” can be as small as a signature cocktail, or as big as…well, anything. Indeed, the first travel company that offers a four-night-stay on the moon will have a HUGE marketing hook. But clearly, that size hook is not available to everyone.

However, you’re in luck. Size doesn’t matter. What matters is that you HAVE good hooks. And that you know how to develop more (and more and more and more) given whatever circumstances exist.

For the purposes of this article, there are two kinds of marketing hooks: permanent and temporary.

PERMANENT HOOKS

Permanent hooks are built into the DNA of the organization and essentially define who you are. They’re usually BIG, and they can’t change much (if at all) over time. You’re basically locked in to tapping this hook for eternity. If you’re a hotel perched on the rim of the Grand Canyon…that’s your permanent marketing hook. You might have other things to tout – great food, sustainability programs, etc. – but your big, overarching, dominant hook is your location. That can’t be changed.

TEMPORARY HOOKS

Temporary hooks, on the other hand, can ebb and flow as needed. And don’t let the word “temporary” fool you…these aren’t necessarily linked to a duration of time. Rather, temporary means that they COULD be changed at any time, even if they do seem tied to your DNA. You might be a tour company that specializes in off-the-beaten path tours for solo travelers. But you COULD start offering family tours to major cities. Your brand positioning would just need to shift to accommodate the change. Temporary hooks can also be things you start and stop, like programs, trend tie-ins, menu items, seasonal offerings, renovations, and more.

Which is better for marketing, permanent or temporary hooks? Neither, in fact. A permanent hook has the power of evergreen relevance but diminishing news value over time. In contrast, temporary hooks may not have evergreen relevance, but they give you the power of marketing flexibility. You can adapt and evolve your hooks over time and keep your news fresh.

If you don’t have a permanent hook – because let’s face it, we can’t all be a hotel perched on the rim of the Grand Canyon – you can still crush it at marketing with creative and useful temporary hooks.

But even if you DO have a permanent hook, you’ll still need to tap into temporary hooks over time to keep yourself in the spotlight and give folks new things to talk about.

Currently, my favorite example of a permanent marketing hook comes from the Ovo Patagonia. Here’s why:

A glass and steel capsule, where guests stay at the Ovo Patagonia. The egg shaped capsule is set on a vertical rock face with views of snow capped mountains in the distance. This is an excellent example of a permanent tourism marketing hook.

This entire property was designed for an extraordinary and completely unique guest experience, but the property itself is one seriously enviable marketing hook (and on MY bucket list). Guests stay in an “ovo,” a private glass and steel structure with three interior levels and jaw-dropping views of Argentine Patagonia. It’s a completely magical place and it warms my marketing heart that they didn’t skimp on photography.

Ovo Patagonia is new, opening in December 2024, and with a design and experience like this, they can go a long time without needing any temporary hooks to supplement their marketing. But at some point, they’ll likely need fresh news if they want to recapture the buzz spotlight. They could add new ovos to the rock face, bring on a famous Michelin starred chef (even just for a summer…or have a rotating calendar) to elevate the in-ovo dining experience, offer packages with extraordinary experiences “on the ground,” install ovos in other dramatic locales around the world, create a publicity and social media platform for their Chief Ovo Attendant (a title I just made up, because I’m a publicist at heart)… the list is endless.

Winvian, a resort destination in Connecticut, also has an iconic permanent marketing hook, but brilliantly, it comes with a built-in blank canvas for temporary marketing hooks. The property is comprised of 18 distinctly different cottages, each an architectural masterpiece…a treehouse, a helicopter, a greenhouse, etc. But each time they launch a new themed cottage, they can get a pop of news from that temporary marketing hook, which further strengthens the positioning of the permanent one. I bow before such a strategic marketing platform.

Permanent tourism marketing hooks are never accidental or fleeting. They are enmeshed in the entity’s very creation. If you ARE the Bonneville Salt Flats in Utah, that’s your hook. If you set out to create a hotel like Ovo Patagonia or Winvian, your entire existence is intertwined with the permanent marketing hook.

But if you don’t have things like that in your DNA, you’ve got to make your own. Here’s some temporary marketing hook inspo from the field.

Highlight Interesting Jobs

There are specialty concierges aplenty in the tourism world, and they aren’t all called concierges. This piece by Thrillist highlights unique positions around the world like Cactus Caretaker, Ski Goggles Butler, and even a Resort Aunty.

Create Unexpected Spaces

Take one look at these photos and you’ll know why Oregon’s Portland International Airport is getting so much buzz. No one expects a forest in their airport.

On a smaller scale, but just as pretty, the Sunflower House at Billings Farm & Museum in Vermont provides a temporary marketing hook each August. A maze with 20,000 sunflowers is just so photogenic.

Tap Into Trends

Got a cool grocery store near you? Grocery store tourism is a now thing, my friends. Create a package with a special guided tour.

And towel animals are back at cruise lines and resorts. And the bar has been raised, thanks to TikTok.

Create Partnerships

Lots of resorts offer bike rental. Few offer Moke rental, like the Four Seasons Miami. It’s super cool and matches their vibe perfectly.

Veuve Clicquot has been offering a pop-up Hotel Clicquot for several years in Australia. They take over a luxurious residence and temporarily turn it into a branded hotel for 10 guests. If you have a large house or cottage on your resort property, that’s an opportunity for a pop-up takeover partnership…if not with Veuve, then with another brand that speaks to your audience.

I could go on forever with ideas, but the point is, opportunities for temporary tourism marketing hooks are all around us, all the time. Are these things actually useful programs, real jobs, and necessary design initiatives? Sure. But marketing them makes people pay attention to you, and that allows you to be in the right place at the right time to match up with a potential guest or visitor.

The point is…be different, be clever, have some fun. This is tourism y’all. We’re supposed to entertain people. And you can’t do that if you’re boring.

Still want more inspo?

Hats off to these four ambitious marketing programs.

How to steal travel marketing ideas.

What inspires word-of-mouth in tourism marketing?

Hats off to these four ambitious marketing programs.

July 22, 2024

Filed under: Marketing Strategies, Observations From the Field, This is Cool — @ 10:00 am

Ambitious marketing programs that succeed are the envy of marketers everywhere. This is especially true for marketers that face relentless internal roadblocks when trying to shepherd clever ideas to the goal line.

The most common roadblock? Execution logistics. Trying to bring BIG, BOLD ideas to life can be crippling for many companies, despite their dreams of being perceived as cool and clever.

And yet, some organizations DO manage it. This is why, when we see ambitious marketing programs thriving out in the wild, passionate marketers everywhere stand up and cheer.

These four had me cheering recently.

BARTER FOR A PIZZA? YES, PLEASE.

At NYC’s Unregular Pizza, the food is delicious enough to have expanded to four locations in just a few years (ahem, see photo above and tell me you’re not drooling). But that’s not what earned them a spot on this list.

Nestled into Unregular’s DNA is a barter program. Folks can propose to barter something in exchange for a pizza through the restaurant’s website. Barter applications are reviewed regularly and selected entrants are invited in to make the swap. Recent barters have included cartoon illustrations, rosemary sourdough bread, a rare 1929 Standing Liberty Quarter, a handmade bracelet, and an Irish-themed t-shirt, just to name a few.

It’s an utterly brilliant program, yielding social media gold, community engagement, and standout marketing power. Even better, it’s authentic to their brand: Unregular got its start in the owner’s home kitchen during the Covid-19 pandemic. He bartered his pizza creations with friends and neighbors as a way to bring some joy to the lockdown period, and when it transitioned into a “real” business, he kept the barter concept intact. Unregular, indeed.

MANGO-SCENTED NEWSPAPER? DELICIOUS.

Mango season is a thing, and in India the scent of fresh mangos is synonymous with summer. So when Indian quick commerce delivery platform Swiggy Instamart (similar to Instacart or DoorDash in the US) wanted to grab attention for their services, they leveraged that positive association in a BIG way:

They created front page newspaper ads that actually smelled like mangos.

With just 16 words of copy – and two of those the brand name itself – they leveraged two powerful senses to tickle the human desire for instant gratification. The glorious, juicy, and vibrant close up of peeled mangos, the seductive scent of the fruit, and the prominent key selling proposition “delivered in 10 minutes” all combined to make the ad beautifully done.

Was it expensive and complicated to put a scented ad on the front page of the Times of India, one of that country’s largest newspapers? For sure. But the payoff was worth it. People who’d overlook “normal” ads would be bound to sniff this one just out of curiosity. And they’d also be likely to share it with others (“here, smell this!”) because of the novelty. Hands down, a sweet success.

ODD JOBS IN TASMANIA? SIGN US UP.

The marketers of Tourism Tasmania are historically bold and sassy in their campaigns…like, they actually brand their winter as “The Off Season,” which gets an extra cheer from me. So it’s not terribly surprising to find them on this list for one reason or another. And this time, it’s for their Odd Jobs Program.

Yes, you can head to Tasmania to become a Wombat Walker and take this lil’ guy out for his daily fitness regimen. You can also become a Cave Conductor, Oyster Organizer, Paranormal Investigator, Puffer Nut, Sauna Stoker, Soaksmith, Star Seeker, Truffle Snuffler, or Wine Whisperer.

These 10 unusual experiences let people “swap their day job for an odd job,” which makes for enriching, memorable, and sometimes hilarious vacations. The campaign anchor was gathering submissions to award 10 lucky folks an all expenses paid trip to Tasmania to take part in their dream odd job, but the experiences are open to anyone who wants to make it part of their visit to the island, which gives the program marketing legs and staying power.

The landing page for the Odd Jobs campaign is just perfectly done – clean, clever, and provocative. And did anyone else notice that the collection of experiences just happens to highlight the diverse offerings of Tasmania…spa, culinary, wine, culture, landscape, nature, animals, agriculture, and more? <all the savvy marketers in the room raised their hands>

REWARD TOURISTS’ CLIMATE-FRIENDLY BEHAVIOR? SMART.

Copenhagen gets the brass ring here for ambitious marketing programs. 24 (so far) attractions in the city are participating in a trial tourism program called CopenPay. This program essentially gives tourists free stuff in exchange for helping clean up, protect, or maintain the city’s landscape, ecology, and/or environment.

Volunteer at an urban farm? Get a free lunch. Arrive by bike or public transportation to a restaurant? Get a free drink. Commit to collecting waste from the harbor? Get a free kayak rental. Bring some plastic waste to a museum? Turn it into a piece of art at a free workshop.

These and 20 other climate-friendly experiences are available to anyone, whether tourist or local.

The trial program of CopenPay is in full swing and runs for about a month, through August 11. This is super smart because they’ve built in a defined, expected pause to step back and evaluate what needs to be tweaked to make it logistically viable for the long term. And for a trial program, the landing page is really quite good. That bodes well for the success of the program, because if it proceeds to become an ongoing thing, I’m certain the marketing tools will only get better.

CopenPay is the kind of seemingly complex program that would normally die a painful death from execution logistics long before it got off the ground. But if you drill down to the actual elements themselves, it’s basically 24 attractions who’ve created offers that work for THEM within a general framework for a limited period of time…plus a landing page. The international media attention for this “little trial” has been stellar. And the best part? It could have been just as successful with only 10 experiences, and it will be equally fabulous when there are 50. It’s the concept—and the fact that they figured out how to bring it to life—that’s so magical.

All four of these ambitious marketing programs deserve our applause because they overcame what had to be a myriad of challenges to make it to the goal line. I wasn’t there for each concept’s ideation, but sweet lordy, I can hear the objections in my head…

What about insurance? Is that sanitary? Who’s going to read all the applications? It costs too much. Who’s going to manage it? What if we don’t get enough attractions to participate? How do we make sure all our partners who participate get equal ROI? Shouldn’t it be year round? Wouldn’t this be better as an app? We have no money to build an app. People will abuse this and take advantage. And on and on and on and on.

There is ALWAYS a way to bring a brilliant idea to life, no matter how complex it seems. Do it for a limited time, get a partner, start with one element and grow it over time, extend the runway, make it a contest…with the right attitude, there’s just always a way. Study the four examples here for inspo. There’s some serious cleverness to learn from within each program.

But for goodness sake, when you finally do shepherd an ambitious marketing program to the goal line, make sure you have damn good photos to promote it. Here are tips and more tips for that.

Related helpful advice:

The sweet spot between overthinking and under planning.

How to steal travel marketing ideas.

A brilliant tourism marketing case study.

What makes a great publicist?

June 14, 2024

Filed under: Public Relations — @ 9:48 am

Want to know what makes a great publicist? Study pigeons for a while and you’ll find out.

I’m currently engaged in a war with pigeons, who have recently decided that my NYC apartment balcony would make a fantastic community center. All day long, pigeons drop by alone or in groups to hang out. If there’s a pigeon travel guide out there, I’m certain that my balcony is a top listing and location coordinates are given. So it’s both a local hangout and a tourist attraction. Lovely.

One good thing has come out of this, however. When at war, it’s wise to study your enemy. And while studying the habits and characteristics of pigeons, I noticed that they have three things in common with great publicists: persistence, resourcefulness, and creativity.

A grey pigeon with a red eye on a blue sky background.

Wanted: Publicist Job. Will work for birdseed.

If you do PR as part or all of your job, you’ll need these three tools in your toolbox. Here’s how you can take a page from a pigeon’s book to hone these skills.

PERSISTENCE

No matter how many times I chase them away and how many different pigeon-repelling solutions I employ, they keep trying. Sometimes, they even have the stones to land while I’m sitting out there. It’s the very definition of “no fear.”

That is EXACTLY what’s required to be a great publicist. Not to keep hammering away at the same journalist with the same story, but to not get discouraged by rejection, roadblocks, or lack of response. When you have a story to tell, you have to pitch your heart out. If a journalist shows no interest in one story but the client really wants to be in that media outlet, come up with other stories and angles to pitch. Don’t give up and show no fear.

RESOURCEFULNESS

When I put (safe, humane) anti-pigeon gel on the outer ledge, they started landing on the railing base. When I put it on the railing base, they started flying over the railing and landing on the tables. When I noticed they usually land on the top railing corners and put stuff there, they started landing in the middle. No matter what roadblocks I threw in their path, they found a way around them.

Second cousin to persistence, resourcefulness is ESSENTIAL for what makes a great publicist. You have to be nimble enough to meet tight deadlines and unusual journalist requests, often under high-pressure conditions. You are not always given the tools, timing, or full details you need… and yet, you still have to find a way to make that story compelling enough to catch a journalist’s interest. And timing is SO important in publicity that you’re constantly shifting moving parts around to be ready in time for that event, that launch, that photo shoot, and that media tour.

Bottom line: every great publicist needs to have a little MacGyver in them.

CREATIVITY

When I discovered that they were trying to build a nest behind one of my chairs (perhaps the guidebook said rooms were available?), I was surprised at the materials being gathered there. Some twigs, a bit of red string, a plastic straw, an unbent paper clip, a bit of fluff, some crumbled paper… it was all very haphazard and “un-nest like.” But city pigeons are scrappy and they use what’s available to make it work. This makes their nests full of unexpected and creative things.

That level of creativity is what makes a publicist really shine. How do you take that nugget of an idea and turn it into a viable, interesting story? How do you build on this program to make it newsworthy again in year two? How do you make news for a client that has no news? Oh, this idea didn’t work? What’s the next idea…and the one after that? Creativity is the lifeblood of successful public relations. You’ve got to look at a lot of disparate things and see how they can be assimilated to build your nest.

As you can see, these three things – persistence, resourcefulness, and creativity – are codependent. You need all three to work together to bring newsworthy ideas to life and make them attractive to journalists. THAT is what makes a great publicist.

Listen, I have nothing against pigeons in general and wouldn’t mind sharing my space with them if they weren’t such prolific poopers. But I’ve worked as a publicist for more than 30 years, so I am well-matched for this war. These pigeons picked the wrong balcony to stake their claim. They’re going down.

Further related resources:

One small question can lead to BIG ideas.

How to develop creative tourism marketing and PR ideas.

How to steal travel marketing ideas.

How to sell your least desirable tourism product.

April 17, 2024

Filed under: Marketing Strategies, The Power of Persuasion, Branding Strategies — @ 5:11 pm

Nearly every hospitality business faces this challenge: how do you sell your least desirable tourism product? The smallest hotel room. The worst table in the restaurant. The windowless meeting room. Marketing folks NEVER put those in the spotlight for sale. In fact, they do their best to hide them.

But there’s untapped potential within those “flawed” products…and I don’t just mean by selling them at a discounted rate. With a little branding polish, they could become marketable AND generate more robust revenue streams.

The trick is…lean into the flaws. Don’t try to hide them. Make the flaws the sales hook.

That sound bonkers to you? It’s not, and here’s why.

WHO SELLS FLAWED PRODUCTS SUCCESSFULLY?

While the tourism industry isn’t fully adept at this yet – see below for tips – other industries are raking in the dough from selling their least desirable products. For example:

The diamond industry has “rebranded” flawed diamonds – those with a lot of inclusions, which are imperfections that look like chips, marks, and bubbles – as Salt & Pepper Diamonds. Instead of relegating flawed diamonds to the worthless pile, they virtually champion them. Marketing for these gems includes language like…

These captivating inclusion patterns resemble tiny salt and pepper specks scattered throughout the stone, ensuring that no two are alike and making your stone unique.
Salt and pepper diamonds symbolize the “wild child”…they’re fun and their flaws work to benefit the overall appearance of the gem.
Their quirky look helps couples match their unique love story with a similarly unique diamond, turning their “flaws” into their biggest asset.

In the handblown glass industry, uniformity can’t be guaranteed but there’s a certain standard of quality that must be maintained to make products “sellable.” Luxury brand Simon Pearce does a masterful job at marketing the glassware products that don’t *quite* meet that standard but are still perfectly usable products. Sold under the collection heading “Seconds,” the marketing for these products actually celebrates the flaws:

“Unique beauty lives in imperfection. Each Seconds piece captures a moment of the human hand at work, where unique conditions lead to slight variations and differences, preserved in glass… a thoughtful option for those who value character and an organic quality to their household objects.”

And of course, there’s the booming industry of imperfect foods – from produce to packaged goods and everything in between.

It’s a spectacular win-win that combats food waste. Indeed, there’s a wildly successful brand actually called Imperfect Foods (though they are not alone), and all of their products are considered “substandard” by the businesses that produce them because of:

Cosmetic imperfection
Contains leftover ends and pieces
Size or weight imperfection
“Ugly” produce – tastes as expected but looks deformed
Made with rescued or upcycled ingredients

And yet… there’s a market for them. And no one is trying to hide the flaws. In fact, the flaws ARE the sales hook.

HOW MIGHT THE TOURISM INDUSTRY DO IT?

Generally, the industry sells the least desirable tourism products in one of two ways:

Position it as a “value” item and charge less. This goes for everything from interior cabins on cruise ships to off-season time periods. The marketing focus here is on PRICE.
Provide misdirection by mitigating the perceived flaws with a special benefit. The clever folks in Nova Scotia do this by recasting winter as “lobster season.” They’re essentially saying sure, it’s freezing cold but this is when lobster is the freshest and most abundant… come up and eat!

Those two options require you to either give a discount OR create circumstances for misdirection.

But that third option – leaning into and marketing the flaws themselves – is underutilized and has great potential.

Consider these ideas:

Brand your “low season” and create excitement for what it is.

Vancouver Island promotes their Storm Season. This is not “come here during Storm Season and we’ve got a lot to keep you busy.” This is, “come here to experience the storms.” THAT is a perfect example of leaning into perceived flaws to sell your least desirable tourism product. Suddenly it’s not so undesirable because there’s a hook. You may not have awe-inspiring Pacific Coast storms at your location, so you’ll have to figure something else out. What can you highlight during your low season so you can make some noise about it? Is it Quiet Season, Astronomy Season, Windy Season, Unpredictable Season…hell, even Frostbite Season could have appeal if positioned properly.

Brand your smallest rooms as “Cozy Rooms” or “Tiny Rooms.”

Deliberately PUSH the fact that they’re small. Yes, they can be priced lower than rooms with larger square footage but by branding them, you’re making them more desirable. And you’re also managing expectations up front. You might say that these rooms are a more intimate size, perfect for snuggling up tight with your partner or kiddos. Also, could there be some kind of special perk for folks who book these rooms…one that allows you to sell it at a higher rate? Does the Cozy Room come with a Cozy Blanket to take home? Are the walls of the Tiny Room decorated with dozens of tiny paintings? Do guests of these rooms get a complimentary appetizer or dessert in your restaurant? The possibilities are endless.

Brand your noisiest rooms as “Night Owl Rooms.”

That room near the service elevator, or the one directly over the ballroom or bar area? You know… the one you get the most noise complaints about? How about you call it what it is and promote it as a room for folks who don’t like to go to bed early? This also manages guest expectations and will preempt many complaints. You might also offer a perk here to be able to charge a higher rate – complimentary movies/streaming after 11pm, minibar credit, special late night snack basket.

Brand your worst restaurant table as “The Family Table.”

Or call it whatever name you want – like if your restaurant name is Tom’s Bistro, call it “Tom’s Table” or “The Bistro Table.” The point is position it so that anyone who sits there is like part of the family. This is usually the table right near the kitchen doors and so lacks ambiance… but what if instead, you lean into how it’s closest to the action? Maybe guests at this table get a “whim of the chef” appetizer or amuse bouche that’s not served to the rest of the tables. Maybe someone from the kitchen comes out to chat with them for a few minutes. Like the kind of thing that would happen if the guest really WAS family. And suddenly…presto, you’ve got a marketing hook and you might even generate a waiting list for that table.

Brand your hard-to-find, windowless meeting room as “The Seclusion Room.”

There’s something mischievous about the idea of positioning such a room as a place where secrets can be discussed safely. A place where you won’t be disturbed or distracted. A place where groups can be sequestered for deep thinking, creative brainstorming, and concentrated strategic planning. You can have a little fun with this – playful do-not-disturb signs for the door, have special complimentary amenities available for this room (doodle paper and crayons anyone?), and offer upsells in keeping with the theme like a Seclusion Station with snacks/drinks that makes the meeting self-sufficient. It’s important to note that ANY meeting can book the Seclusion Room – they don’t need to be discussing secrets – but the branding has given the room a personality, and now it seems more desirable.

Got a challenge you don’t see here and want an idea? Drop me a line and I’m sure I’ll think of something. 😉

Most importantly, if you’re going to take an approach like these to sell your least desirable tourism product, you really need to lean into it fully. That means:

Promoting it on your website with the right language, images, and/or videos.
Describing it with the right positioning in your sales collateral.
Ensuring your guest services or sales staff is aware of the positioning and has the right words to sell it.

Need more tips like this? Here’s how to promote your brand’s weaknesses strategically.