460. Prioritizing Return on Experience (ROX), with Lisa Conarton

On this episode of Destination on the Left, I talk with Lisa Conarton, CEO of LC Elevated Hospitality, who shares compelling examples of what it means to be a leader in the hospitality and tourism industry. We discuss the importance of building trust, why collaboration is key to success, and the difference between ROI and ‘return on experience’ (ROX). Lisa also shares how people can be proactive rather than reactive and why understanding how to go with the flow is so important.

What You Will Learn in This Episode:

• How Lisa built her career path in hospitality and tourism, moving from convention operations to launching her own destination management consultancy
• Why earning trust is necessary for leadership and success in hospitality
• How networking and partnerships have been essential in driving growth for Lisa
• How Lisa differentiates between ROI (return on investment) and ROX (return on experience), and why focusing on experience benefits both travelers and businesses
• Why championing creativity encourages authenticity
• What real-life crisis taught Lisa about letting go, going with the flow, and relying on cultivated partnerships to execute successful events
• How Lisa approaches partnerships and collaboration, and her examples of coopetition within New York State destination marketing

The Pillars of Hospitality Leadership

From full-service hotel management to destination marketing and now as she builds her own consultancy, Lisa has consistently sought out growth opportunities. Her experience has shown that there are three key areas you have to prioritize:

1. Earning Trust

Trust has to be earned, particularly in hospitality, where seamless service and reliability are so important. Lisa emphasizes that trust is built over and over and over again, and needs consistency and integrity in every interaction.

2. Networking and Collaboration

Networking is the avenue to future collaboration and partnerships, which are the real engines behind growth. Not only do great relationships provide support in crisis, but they also lead to opportunities for greater collective achievements. The very definition of coopetition.

3. Return on Experience (ROX)

While return on investment (ROI) is a familiar metric, Lisa also values “return on experience”—the transformative impact of meaningful, memorable interactions that benefit both guests and the businesses serving them. Planning and execution are vital, but so is the focus on creating memories that resonate long after a trip or event ends.

The Power of Partnerships

Lisa shares the story of a last minute challenge, when with only 24 hours, she had to move a 150-person event when the venue became unusable due to heat. Through her well-established industry relationships, the move was seamless. While meticulous planning is crucial, so is the ability to let go and trust your partners.

From her involvement with New York State’s Destination Marketing Organizations (DMOs) to local industry partnerships, Lisa’s success stories center around shared values and transparent communication. She explains why it’s so important to figure out where each partner fits, recognize strengths, and build collaborations that play to everyone’s best qualities.

Resources:

• Website: lcelevatedhospitality.com
• LinkedIn Personal: https://www.linkedin.com/in/lisaconarton/
• LinkedIn Business: https://www.linkedin.com/company/lc-elevated-hospitality/

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