February 20, 2011 33 Comments

The Importance of Experience

We met up with Allen Vance at the Cosmopolitan Hotel in Las Vegas, and he talked to us about how experience is what the hotel wants everyone to think about, above all else. Then, we spoke to Jennifer from the Droog Las Vegas inside the hotel, who showed off a Come a Little Closer bench with Rob. Here’s the video:

If you can’t see the video, click here.

What’s your take on experience, and how do you find yourself helping your customers or clients have a good experience?

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  • http://www.kherize5.com Suzanne Vara

    Cosmo – great hotel here. The bench is so inventive and breaks down the barriers of most hotels where there is the couch in a lobby and then the bar stools positioned/separated by the slot/video gaming machines in the bar top. Will the non gaming make it, not sure. Escape to bring visitors a place to go that is more like home by not having the gaming? Maybe, but will it also remind them that it is Vegas and a chance to sit at a machine/table game, get free drinks and win some money? PS the drinks are not free.You are paying to gamble. Though in thinking, it has to be the best marketing message ever: Gamblers drink free. We never think that we will lose, right? #justafriendlyreminder.

    I have to say though, the best part of this vid (with apologies to Mr. Vance) is behind him when he is talking but we see Rob holding the drink. He never spills while leaning over, moving around and listening to Jennifer. But, yet, he never drinks it. Rob, take a sip!

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  • http://linkedin.com/in/joesorge Joe Sorge

    I believe that experience is the mother of all fond memories. I think it’s also why sometimes a clearly superior product can lose a battle in competition with a product that provides an experience worth talking about, worth telling a story about.

    Love the bench idea. Curious if there’s a way to mark that location for instances like taking a picture or video in this case where the brand name of the hotel is more highly visible.

  • http://twitter.com/louiebaur Louie Baur

    The come a little closer bench is a great idea. I might check that place out next time I am in Vegas just to see who I will bump into:)

    • http://deceth.com deceth

      But it’s creepy too am I right? Like, pull my finger…

  • http://www.pcmguy.com Larry Bruce (@pcmguy)

    Hi Chris hope things are well in the Brogan house. : )

    Allen crystallized the definition of experience for me. I have been struggling with that for a while now. Every good experience I have ever had surrounded a story worth sharing.

    Cool bench too!

    Larry Bruce @pcmguy

  • http://blog.mocha.uk.com/ Sarah (@mochasarah)

    The Come a Little Closer Bench is a fun and innovative design.

    Design can play an important role in helping to create good experiences for customers or clients.

  • http://www.experiate.net Paul Flanigan

    Experience: There is nothing more important.

    The reason an experience is so important is because it’s what customers share with other customers. People don’t talk about transaction. (“OMG! When he took my credit card and I paid it was bliss!”) People talk about their time in your store. The better the story you help them create, the better the story they tell their network (friends, peers, family).

    When you think about it, people worry less about the products these days and more about the experience. Products are ubiquitous. I can buy a TV anywhere, or a couch, or sleep in any hotel room. But the experience around that is what generates irrational loyalty and unstoppable evangelism.

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  • http://www.mikelopez.com/ Mike Lopez

    I did not go to college and yet I am a pretty decent programmer. When people ask me how I did it, my reply is strong desire to learn and lots and lots of experience.

    • http://deceth.com deceth

      Coffee is the secret ingredient to world domination.

  • Hello

    It’s an apt example as its hotel related again. This time in the positive. I think experience is everything so best to shoot for the moon. I think it’s the bad taste capitalism leaves when no experience is there. When it’s not part of the buying process! It’s really what Paul Flagin said.

    I think this works for a person too as Mike Lopez suggests. Focusing on experience and what who are provides value to others. I think it’s the total package.

    Dara

  • http://twitter.com/charityestrella Estrella Rosenberg

    The most important thing about this post also proves the value of what the post is saying: not a single person has commented or cared about the relative value of staying at the Cospmopolitan or even it’s amenities. Just the experience that was cool enough for Chris to videotape and share :)

  • DaraBell

    Afterthought
    The Thankyou Economy as defined by Garyvee is very real. I think were in Experience Economy. Banking is a perfect example of a sector in need of this thinking. Experience is everything!

  • http://www.advancedwebads.com/sc/164 Randy Addison

    The most important thing is experience. That is true! Once your guests or prospects can experience what you are marketing in its fullest, they will definitely get what you are marketing.

    • http://deceth.com deceth

      I don’t get it?

  • http://goinswriter.com Jeff Goins

    Experience is the story that others tell people about your organization and product/service. Experience is marketing.

  • http://goinswriter.com Jeff Goins

    Experience is the story that others tell people about your organization and product/service. Experience is marketing.

  • Vickyz

    We work with Native American casinos and there has been a discussion in these groups about what kind of experience the customers are looking for. Some choose to focus on the Native American heritage and design their buildings and decor to focus ont hat. Others think that what the customer wants is a Las Vegas experience closer to home. So they don’t choose to do much around the theme of Native American culture. Perhaps it is a regional decision based on the custmer base. It is an interesting question, though.

    Vicky Zillioux
    vickyz@sdwnet.com
    Strategic Development Worldwide.

  • Vickyz

    We work with Native American casinos and there has been a discussion in these groups about what kind of experience the customers are looking for. Some choose to focus on the Native American heritage and design their buildings and decor to focus ont hat. Others think that what the customer wants is a Las Vegas experience closer to home. So they don’t choose to do much around the theme of Native American culture. Perhaps it is a regional decision based on the custmer base. It is an interesting question, though.

    Vicky Zillioux
    vickyz@sdwnet.com
    Strategic Development Worldwide.

  • Vickyz

    We work with Native American casinos and there has been a discussion in these groups about what kind of experience the customers are looking for. Some choose to focus on the Native American heritage and design their buildings and decor to focus ont hat. Others think that what the customer wants is a Las Vegas experience closer to home. So they don’t choose to do much around the theme of Native American culture. Perhaps it is a regional decision based on the custmer base. It is an interesting question, though.

    Vicky Zillioux
    vickyz@sdwnet.com
    Strategic Development Worldwide.

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  • http://www.brianhamlett.com Brian Hamlett

    First off, this is one of those cool moments where I can say, “HEY! I KNOW THAT GUY!” Allen and I have had the pleasure of working together in our former careers in product development for a small “invention shop” (for lack of a better phrase!) Awesome guy! A great marketer and I think what he talks about is very key. Not JUST to focus on “experience,” but to allow their guests to SHARE their experiences!

    What I would like to learn more about is his description of (paraphrasing) “sharing within their framework.” What does that look like, how is it maintained, and even I wonder what benefits it gives the Cosmopolitan Hotel.

    I guess I should just call him or drop an email for that one… oh and the bench? Very fun…!

  • http://www.new-era-hat.com/Fox-Racing-Hat_81.html Fox Hats

    The most important thing about this post also proves the value of what the post is saying: not a single person has commented or cared about the relative value of staying at the Cospmopolitan or even it’s amenities. Just the experience that was cool enough for Chris to videotape

  • http://aremorch.com Are Morch

    Thanks Chris for sharing.

    I just love it when our Hotel family get creative. This is just an incredible way to share an experience. The really cool thing is that the Hotel encourage their guest to share their experience where ever they must be in the world. It no longer just Location – Location – Location – you have to add in mobile engagement :)

    Cheers.. Are

  • http://www.freelinereport.com/ Brad Fallon

    How do you get experience when all the jobs around require experience?

  • http://www.freelinereport.com/ Brad Fallon

    How do you get experience when all the jobs around require experience?

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  • RL COMM I Social Media Expert

    expert having, involving, or displaying special skill or knowledge derived from training or experience. Such being influencial could be of great help too!!.. Thanks for your blog!!

  • http://www.globalkap.com Tendering Software

    Importance of experience is something everyone knows. Experience pays you. I an experienced writer so it pays me alot. But on the other side, getting a job is very tough without experience. I remember i was unemployed for about 1 year. but now as i have experience. I am happy with my earnings.

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