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Transcript of Future of Destination Marketing Organizations
R E S O N A N C E C O . C O M @ C R FA I R
TITLE TEXT
RESONANCE
HELLO DMMOS! The Future of Destination Marketing Organizations
R E S O N A N C E C O . C O M @ C R FA I R
ABOUT US
Resonance Consultancy is a global advisor on real estate, tourism and economic development for countries, cities and communities around the world.
@ C R FA I R
R E S O N A N C E C O . C O M @ C R FA I R
PLACES ARE OUR PASSION
R E S O N A N C E C O . C O M @ C R FA I R
R E S O N A N C E C O . C O M @ C R FA I R R E S O N A N C E C O . C O M @ C R FA I R
PLACES CREATE INSPIRATION
R E S O N A N C E C O . C O M @ C R FA I R R E S O N A N C E C O . C O M @ C R FA I R
PLACES CREATE ENERGY
R E S O N A N C E C O . C O M @ C R FA I R R E S O N A N C E C O . C O M @ C R FA I R
PLACES CREATE CONNECTIONS
R E S O N A N C E C O . C O M @ C R FA I R R E S O N A N C E C O . C O M @ C R FA I R
PLACES CREATE PROSPERITY
R E S O N A N C E C O . C O M @ C R FA I R
RECENT PROJECTS
• Vancouver Tourism Master Plan • Cincinnati Destination Development Strategy • Aruba Tourism Authority Strategic Business Plan • Ireland South & East Brand Strategy • Tulsa Destination Development Strategy • Portland Tourism Master Plan • Bermuda Destination Assessment • Calgary Urban Revitalization • U.S. Virgin Islands Brand Strategy • Four Seasons Hotels & Resorts Developments
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R E S O N A N C E C O . C O M @ C R FA I R
AGENDA
• Key Trends • Key Threats • The Meaning of Life (For a DMO) • The Path to Becoming a DMMO • Measuring Destination Quality
@ C R FA I R
R E S O N A N C E C O . C O M @ C R FA I R
TOURISM IS ONE OF THE WORLD’S FASTEST GROWING INDUSTRIES
R E S O N A N C E C O . C O M @ C R FA I R
R E S O N A N C E C O . C O M @ C R FA I R
TOURISM FORECAST
Source: UNWTO Tourism Forecast
R E S O N A N C E C O . C O M @ C R FA I R R E S O N A N C E C O . C O M
BUT THE FUTURE LOOKS QUITE DIFFERENT THAN THE PAST
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R E S O N A N C E C O . C O M @ C R FA I R R E S O N A N C E C O . C O M @ C R FA I R
WHY?
R E S O N A N C E C O . C O M @ C R FA I R
R E S O N A N C E C O . C O M @ C R FA I R
CONSPICUOUS LEISURE
R E S O N A N C E C O . C O M @ C R FA I R
R E S O N A N C E C O . C O M @ C R FA I R
DESIRABLE LUXURIESSmartphone
Freedom to work from home
Vacation home in the mountains/beach
Extended time off work
Taking exotic vacations
Tablet/E-Reader
Gourmet kitchen at home
Owning your own business
Wife/husband that is able to stay at home with kids
Apartment in major metropolitan city
Home Theater
Luxury Swimming Pool
Sending your children to private schools
Home in private/gated community
Owning an expensive car
Fine jewelry and/or expensive watch 20%
20%
20%
22%
22%
22%
23%
24%
25%
33%
38%
38%
39%
40%
42%
50%
10%
11%
12%
14%
14%
13%
15%
17%
16%
21%
25%
22%
26%
26%
30%
34%
10 - Extremely desirable 9Source: Resonance 2016 Portrait of the U.S. Luxury Traveler
R E S O N A N C E C O . C O M @ C R FA I R R E S O N A N C E C O . C O M @ C R FA I R
ASIA
R E S O N A N C E C O . C O M @ C R FA I R
R E S O N A N C E C O . C O M @ C R FA I R
CHINESE OUTBOUND TRAVEL
0
50
100
150
200
2009 2010 2011 2012 2013 2014 2015 2020 P
Chinese Outbound Travelers (millions) Chinese Outbound Travelers (growth)
8.0%
12.2%
19.5%
7.7%
18.4%
22.4%
20.4%
4.0%4.0%
20.4%
22.4%
18.4%
7.7%
19.5%
12.2%
8.0%
Source: CNTA
R E S O N A N C E C O . C O M @ C R FA I R R E S O N A N C E C O . C O M @ C R FA I R
CHANGING DEMOGRAPHICS
R E S O N A N C E C O . C O M @ C R FA I R
R E S O N A N C E C O . C O M @ C R FA I R
POPULATION AGED 65+% of population aged 65+
10%
15%
20%
25%
Canada Germany Poland Spain United Kingdom United States
2005 2010 2015
Source: UN Data
R E S O N A N C E C O . C O M @ C R FA I R
DEFINITION OF RETIREMENT IN U.S.
A time to trave and explore new places
A time to slow down and enjoy life
More time to spend with family and friends
A time to explore different interests
A time to volunteer for causes I care about
A time to live dreams
A time to make do with what I have
A time to continue working/living as always
A time to start a new business 2%
12%
24%
28%
35%
53%
55%
64%
66%
Source: Resonance 2015 Portrait of the U.S. Retiree Traveler
R E S O N A N C E C O . C O M @ C R FA I R R E S O N A N C E C O . C O M @ C R FA I R
LOCALISM
R E S O N A N C E C O . C O M @ C R FA I R
R E S O N A N C E C O . C O M @ C R FA I R
Mac
ro M
arke
t Sha
re
70%
75%
80%
85%
90%
95%
100%
Cra
ft an
d Im
ports
Mar
ket S
hare
0%
5%
10%
15%
20%
1985 1990 1995 2000 2005 2010 2015
U.S. BEER MARKET SHARE
Craft
Imports
Macro
Source: U.S. Brewers Association
R E S O N A N C E C O . C O M @ C R FA I R R E S O N A N C E C O . C O M @ C R FA I R
SHARING ECONOMY
R E S O N A N C E C O . C O M @ C R FA I R
R E S O N A N C E C O . C O M @ C R FA I R
TOTAL AIRBNB LISTINGS
2009 2010 2011 2012 2013 2014 2015 2016
3,000 50,000 120,000
300,000
550,000
1,000,000
2,300,000
Source: Airbnb
R E S O N A N C E C O . C O M @ C R FA I R R E S O N A N C E C O . C O M @ C R FA I R
AIR ROUTE DEVELOPMENT
R E S O N A N C E C O . C O M @ C R FA I R
R E S O N A N C E C O . C O M @ C R FA I R
4.0 B
4.5 B
5.0 B
5.5 B
6.0 B
6.5 B
7.0 B
2006 2007 2008 2009 2010 2011 2012 2013 2014 2015
AIR TRAVEL PASSENGER-KM
Source: ICAO
R E S O N A N C E C O . C O M @ C R FA I R
THESE TRENDS ARE DRIVING A DISPROPORTIONATE NUMBER OF TRAVELLERS TO CITIES
R E S O N A N C E C O . C O M @ C R FA I R
R E S O N A N C E C O . C O M @ C R FA I R
CITY TRIPS SOARED 82% BETWEEN 2007 AND 2014 TO REACH 22% OF ALL HOLIDAYS
R E S O N A N C E C O . C O M
Source: World Travel Monitor
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R E S O N A N C E C O . C O M @ C R FA I R R E S O N A N C E C O . C O M @ C R FA I R R E S O N A N C E C O . C O M
WHY CITIES?
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R E S O N A N C E C O . C O M @ C R FA I R
TIMES SQUARE 1983
R E S O N A N C E C O . C O M @ C R FA I R
R E S O N A N C E C O . C O M @ C R FA I R
TIMES SQUARE 2013
R E S O N A N C E C O . C O M @ C R FA I R
R E S O N A N C E C O . C O M @ C R FA I R
NEW YORK CITY TOURISM GROWTH
Crim
e Ra
te
0
2,500
5,000
7,500
10,000
Visi
tors
in m
illio
ns
0
15
30
45
60
1991
1992
1993
1994
1995
1996
1997
1998
1999
2000
2001
2002
2003
2004
2005
2006
2007
2008
2009
2010
2011
2012
2013
2014
TOTAL VISITORS TOTAL CRIME RATE
Source: NYC & Company / U.S. Census Bureau
R E S O N A N C E C O . C O M @ C R FA I R
TYPES OF FUTURE VACATIONS FOR U.S. RETIREES
Visit to a major metropolitan city
Vacation with friends
Cruise
Visit to a beach resort
Multi-generational vacation
Quiet countryside holiday
Visit to a mountain resort
Family vacations with kids
Combining business trip with leisure vacation
Other 23%
4%
10%
11%
14%
21%
28%
29%
30%
33%
Source: Resonance 2015 Portrait of the U.S. Retiree Traveler
R E S O N A N C E C O . C O M @ C R FA I R
TYPES OF FUTURE VACATIONS FOR U.S. MILLENNIALS
Visit to a beach resort
Visit to a major metropolitan city
Family vacation with kids
Vacation with friends
Multi-generational vacation
Cruise
Visit to a mountain resort
Quiet countryside holiday
Combining business trip with leisure vacation
Other 6%
19%
19%
23%
26%
27%
40%
41%
42%
47%
Source: Resonance 2015 Portrait of the U.S. Millennial Traveler
R E S O N A N C E C O . C O M @ C R FA I R R E S O N A N C E C O . C O M @ C R FA I R R E S O N A N C E C O . C O M
POTENTIAL THREATS TO TOURISM GROWTH
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R E S O N A N C E C O . C O M @ C R FA I R R E S O N A N C E C O . C O M @ C R FA I R R E S O N A N C E C O . C O M
POLLUTION
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R E S O N A N C E C O . C O M @ C R FA I R
Annu
al A
vera
ge P
M 2
.5 le
vels
(µg/
m3)
0
35
70
105
140
Annu
al In
boun
d Vi
sito
rs (m
illio
ns)
0
2
3
5
6
2008
2009
2010
2011
2012
2013
2014
BEIJING ANNUAL INBOUND VISITORS BEIJING ANNUAL AVERAGE PM 2.5 CHINA PM 2.5 STANDARD U.S. PM 2.5 STANDARD
BEIJING ANNUAL VISITORS
Source: U.S. Department of State Data
R E S O N A N C E C O . C O M @ C R FA I R R E S O N A N C E C O . C O M @ C R FA I R R E S O N A N C E C O . C O M
TERRORISM
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R E S O N A N C E C O . C O M @ C R FA I R
10,000,000
17,000,000
24,000,000
31,000,000
38,000,000
2006 2007 2008 2009 2010 2011 2012 2013 2014 2015 2016
Foreign Arrivals Foreign Arrivals Change
-6.2%
17.8%
12.8%
2.8%5.7%
9.9%
1.0%
9.8%
5.5%
-1.6%
-30.1%
ISTANBUL FOREIGN ARRIVALS
1st Terrorist Attack
Source: Kultur
R E S O N A N C E C O . C O M @ C R FA I R R E S O N A N C E C O . C O M @ C R FA I R R E S O N A N C E C O . C O M
PEAK GLOBALIZATION
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R E S O N A N C E C O . C O M @ C R FA I R
TOURISTS
R E S O N A N C E C O . C O M @ C R FA I R R E S O N A N C E C O . C O M @ C R FA I R
R E S O N A N C E C O . C O M @ C R FA I R
VENICE BARCELONAAMSTERDAM
R E S O N A N C E C O . C O M @ C R FA I R
ASHEVILLE SAVANNAH SONOMA
R E S O N A N C E C O . C O M @ C R FA I R R E S O N A N C E C O . C O M @ C R FA I R R E S O N A N C E C O . C O M
“THE FUTURE IS ALREADY HERE – IT’S JUST NOT VERY EVENLY DISTRIBUTED.” - William Gibson
@ C R FA I R
R E S O N A N C E C O . C O M @ C R FA I R
THE GOALS THAT DMOS HAVE HISTORICALLY PURSUED NOW THREATEN THEIR FUTURE RELEVANCE AND EVEN EXISTENCE.
R E S O N A N C E C O . C O M @ C R FA I R
R E S O N A N C E C O . C O M @ C R FA I R
1. THE MEANING OF LIFE (FOR A DMO)
As tourism continues to grow DMOs must shift resources from marketing to management to balance the interests and benefits of tourism with those of the local communities they serve.
@ C R FA I R
R E S O N A N C E C O . C O M @ C R FA I R
2. THE MEANING OF LIFE (FOR A DMO)
As locals, visitors and digital channels become the primary means of place-based communication, DMOs must shift from traditional marketing to management to promote their destination.
@ C R FA I R
R E S O N A N C E C O . C O M @ C R FA I R
3. THE MEANING OF LIFE (FOR A DMO)
DMOs are the only organization within a city structure that has the capabilities, capacities and funding to focus on developing and managing the experiential quality of a city.
@ C R FA I R
R E S O N A N C E C O . C O M @ C R FA I R
“DESTINATION MANAGEMENT ORGANIZATIONS CO-ORDINATE THE MANAGEMENT OF ALL THE ELEMENTS THAT MAKE UP A DESTINATION (ATTRACTIONS, ACCESS, MARKETING, HUMAN RESOURCES, IMAGE AND PRICING). IT TAKES A STRATEGIC APPROACH TO LINK-UP VERY SEPARATE ENTITIES FOR THE BETTER MANAGEMENT OF THE DESTINATION. “
R E S O N A N C E C O . C O M
Source: UNWTO
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R E S O N A N C E C O . C O M @ C R FA I R
THE PATH TO BECOMING A DMMO
@ C R FA I R
1. Engage the community in the planning process
2. Distribute the impact and benefits of tourism to the wider region
3. Develop quality of life enhancing product and programming
4. Organize to support and develop these initiatives
5. Manage and monitor the guest experience
R E S O N A N C E C O . C O M @ C R FA I R
1. ENGAGE THE COMMUNITY
@ C R FA I R
• 2,000+ locals participated in Vancouver Tourism Masterplan process
• Identified same top 2 key issues as industry:
- Late night transportation
- Liquor laws and regulations
R E S O N A N C E C O . C O M @ C R FA I R
2. DISTRIBUTE THE BENEFITS & IMPACTS
@ C R FA I R
• Vancouver Neighbourhood Marketing Council
• New York Neighbourhood x Neighbourhood
• Visit Amsterdam, See Holland
R E S O N A N C E C O . C O M @ C R FA I R
3. DEVELOP QUALITY OF LIFE ENHANCING PRODUCTS
@ C R FA I R
• Vancouver Canada Line Subway
• New York High Line
• Cleveland Festival & Event Strategy
• San Diego Waterfront Redevelopment
R E S O N A N C E C O . C O M @ C R FA I R
3. ORGANIZE TO SUPPORT & DEVELOP
@ C R FA I R
• Chief Experience Officer
• Vice-President Destination Development
• Vice-President Community Affairs
• Director
• Tourism Energy Specialist
R E S O N A N C E C O . C O M @ C R FA I R
5. MANAGE & MONITOR DESTINATION EXPERIENCE
@ C R FA I R
• Visitor Satisfaction/Net Promoter Score
• Resident Satisfaction
R E S O N A N C E C O . C O M @ C R FA I R
HOW DO YOU MEASURE & MONITOR THE EXPERIENTIAL QUALITY OF A DESTINATION?
R E S O N A N C E C O . C O M @ C R FA I R
R E S O N A N C E C O . C O M @ C R FA I R
SOCIAL MEDIA PROVIDES A NEW SOURCE OF DESTINATION INSIGHTS & INTELLIGENCE
R E S O N A N C E C O . C O M @ C R FA I R
R E S O N A N C E C O . C O M @ C R FA I R
LondonParis
IstanbulSaint Petersburg
MadridBarcelona
BerlinMilan
PragueAmsterdam
MunichHamburgBrussels
DublinNaples
WarsawBucharestBudapest
OsloHelsinki
StuttgartSofia
Gdansk
0 5,000 10,000 15,000 20,000 25,000
7121,070
1,3141,4601,527
1,8671,926
2,3422,9102,980
3,4433,5223,576
4,3856,564
7,4058,329
9,82610,004
10,98614,421
16,89421,031
TOTAL NUMBER OF QUALITY EXPERIENCES
R E S O N A N C E C O . C O M @ C R FA I R R E S O N A N C E C O . C O M @ C R FA I R R E S O N A N C E C O . C O M
CULTURE
@ C R FA I R
R E S O N A N C E C O . C O M @ C R FA I R
TOP 10 CITIES FOR CULTURE
1. LONDON
2. SAINT PETERSBURG
3. PARIS
4. PRAGUE
5. BERLIN
6. MADRID
7. BARCELONA
8. AMSTERDAM
9. ISTANBUL
10. MILAN
R E S O N A N C E C O . C O M @ C R FA I R R E S O N A N C E C O . C O M @ C R FA I R R E S O N A N C E C O . C O M
ENTERTAINMENT
@ C R FA I R
R E S O N A N C E C O . C O M @ C R FA I R
TOP 10 CITIES FOR ENTERTAINMENT
1. LONDON
2. PARIS
3. BARCELONA
4. PRAGUE
5. MADRID
6. ISTANBUL
7. BERLIN
8. AMSTERDAM
9. SAINT PETERSBURG
10. MILAN
R E S O N A N C E C O . C O M @ C R FA I R R E S O N A N C E C O . C O M @ C R FA I R R E S O N A N C E C O . C O M
SIGHTSEEING
@ C R FA I R
R E S O N A N C E C O . C O M @ C R FA I R
TOP 10 CITIES FOR SIGHTSEEING
1. LONDON
2. SAINT PETERSBURG
3. PARIS
4. BARCELONA
5. ISTANBUL
6. PRAGUE
7. BERLIN
8. MADRID
9. AMSTERDAM
10. BUDAPEST
R E S O N A N C E C O . C O M @ C R FA I R R E S O N A N C E C O . C O M @ C R FA I R R E S O N A N C E C O . C O M
SPORTS & ADVENTURE
@ C R FA I R
R E S O N A N C E C O . C O M @ C R FA I R
TOP 10 CITIES FOR SPORTS & ADVENTURE
1. BARCELONA
2. AMSTERDAM
3. LONDON
4. BERLIN
5. PARIS
6. ISTANBUL
7. PRAGUE
8. SAINT PETERSBURG
9. BUDAPEST
10. DUBLIN
R E S O N A N C E C O . C O M @ C R FA I R R E S O N A N C E C O . C O M @ C R FA I R R E S O N A N C E C O . C O M
CULINARY
@ C R FA I R
R E S O N A N C E C O . C O M @ C R FA I R
TOP 10 CITIES FOR CULINARY
1. LONDON
2. PARIS
3. ISTANBUL
4. SAINT PETERSBURG
5. MADRID
6. BARCELONA
7. BERLIN
8. MILAN
9. PRAGUE
10. AMSTERDAM
R E S O N A N C E C O . C O M @ C R FA I R R E S O N A N C E C O . C O M @ C R FA I R R E S O N A N C E C O . C O M
LODGING
@ C R FA I R
R E S O N A N C E C O . C O M @ C R FA I R
TOP 10 CITIES FOR LODGING
1. PARIS
2. ISTANBUL
3. LONDON
4. PRAGUE
5. BERLIN
6. BARCELONA
7. MADRID
8. SAINT PETERSBURG
9. MUNICH
10. MILAN
R E S O N A N C E C O . C O M @ C R FA I R
BUT WHICH CITIES OFFER THE MOST QUALITY EXPERIENCES PER VISITOR?
R E S O N A N C E C O . C O M @ C R FA I R
R E S O N A N C E C O . C O M @ C R FA I R
TOTAL NUMBER OF QUALITY EXPERIENCES PER 100,000 BEDNIGHTS
Saint PetersburgIstanbul
MilanLondon
BarcelonaMadrid
BrusselsPragueDublin
GdanskBucharest
ParisStuttgart
BerlinAmsterdam
WarsawOslo
HamburgMunichHelsinki
BudapestNaples
Sofia
0 50 100 150 200 250 300 350 400
2434
495051
565859
646769
7679
8888
99103
112118
125126
138354
R E S O N A N C E C O . C O M @ C R FA I R
SAINT PETERSBURG
CULTURE
ENTERTAINMENT
SIGHTSEEING
SPORTS & ADVENTURE
CULINARY
LODGING
R E S O N A N C E C O . C O M @ C R FA I R
PRAGUE
CULTURE
ENTERTAINMENT
SIGHTSEEING
SPORTS & ADVENTURE
CULINARY
LODGING
R E S O N A N C E C O . C O M @ C R FA I R
PARIS
CULTURE
ENTERTAINMENT
SIGHTSEEING
SPORTS & ADVENTURE
CULINARY
LODGING
R E S O N A N C E C O . C O M @ C R FA I R
BUDAPEST
CULTURE
ENTERTAINMENT
SIGHTSEEING
SPORTS & ADVENTURE
CULINARY
LODGING
R E S O N A N C E C O . C O M @ C R FA I R
BRUSSELS
CULTURE
ENTERTAINMENT
SIGHTSEEING
SPORTS & ADVENTURE
CULINARY
LODGING
R E S O N A N C E C O . C O M @ C R FA I R
AMSTERDAM
CULTURE
ENTERTAINMENT
SIGHTSEEING
SPORTS & ADVENTURE
CULINARY
LODGING
R E S O N A N C E C O . C O M @ C R FA I R
BERLIN
CULTURE
ENTERTAINMENT
SIGHTSEEING
SPORTS & ADVENTURE
CULINARY
LODGING
R E S O N A N C E C O . C O M @ C R FA I R
HELSINKI
CULTURE
ENTERTAINMENT
SIGHTSEEING
SPORTS & ADVENTURE
CULINARY
LODGING
R E S O N A N C E C O . C O M @ C R FA I R
STUTTGART
CULTURE
ENTERTAINMENT
SIGHTSEEING
SPORTS & ADVENTURE
CULINARY
LODGING
R E S O N A N C E C O . C O M @ C R FA I R
MILAN
CULTURE
ENTERTAINMENT
SIGHTSEEING
SPORTS & ADVENTURE
CULINARY
LODGING
R E S O N A N C E C O . C O M @ C R FA I R
DUBLIN
CULTURE
ENTERTAINMENT
SIGHTSEEING
SPORTS & ADVENTURE
CULINARY
LODGING
R E S O N A N C E C O . C O M @ C R FA I R
WARSAW
CULTURE
ENTERTAINMENT
SIGHTSEEING
SPORTS & ADVENTURE
CULINARY
LODGING
R E S O N A N C E C O . C O M @ C R FA I R
GDANSK
CULTURE
ENTERTAINMENT
SIGHTSEEING
SPORTS & ADVENTURE
CULINARY
LODGING
R E S O N A N C E C O . C O M @ C R FA I R
THE SHIFT FROM MARKETING TO MANAGEMENT BEGINS WITH MEASURING AND MONITORING THE EXPERIENTIAL QUALITY OF YOUR DESTINATION
R E S O N A N C E C O . C O M @ C R FA I R
R E S O N A N C E C O . C O M @ C R FA I R
DESTINATION BENCHMARKING
Resonance Consultancy has collected an analyzed experiential data for more than 300 cities around the world.
@ C R FA I R
R E S O N A N C E C O . C O M @ C R FA I R
TO LEARN MORE…
Resonance Consultancy Vancouver | New York
www.resonanceco.com @resonanceco
Chris Fair, President [email protected] @crfair
R E S O N A N C E C O . C O M @ C R FA I R
THANK YOU
Resonance Consultancy Vancouver | New York
www.resonanceco.com @resonanceco
Chris Fair, President [email protected] @crfair
www.slideshare.net/chrisfair