Yesterday at the Annual General Meeting of the Vancouver Coast and Mountain tourism association,in beautiful Pemberton, under the watchful gaze of majestic Mount Currie, I presented the first rough thoughts about how Canada could move from a good to great destination.
Jim Collins, author of Good to Great, once remarked that "what a company stands for is becoming more important than what it sells". This statement applies to tourism destinations as well. Most tourists can be pretty confident that a country as mature and as wealthy as Canada will offer decent transportation, accommodation and hospitality services and a range of interesting things to see and do. Bu
t what is Canada all about? What do we stand for as a country? How can we differentiate ourselves by standing out for the land we call home and that we share with the plants, animals and landscapes our visitors come to see? Do the policies emanating from our national leaders reflect our views and concerns? If not, how do we communicate an alternative, more grass roots vision? Canada used to attract respect because of its international peacekeeping role but that strength has ebbed and Canada's prominence in the consciousness of global citizens has probably never been more subdued, more fuzzy and more overshadowed by our neighbour to the south.
It's time for tourism to play its full role in Canada and help to re-shape its image in the eyes of the rest of the world. This is especailly needed in Europe that remains a vitally important source of long-haul, "high yield" visitors yet where a growing number of conscious consumers are seriously contemplating reducing their long-haul travel.
One in four respondents to a Trip Advisor survey conducted recently said that they plan to reduce the number of trips taken each year and 38% would prefer an "environmentally friendly" hotel and pay for it.
Given that traffic from our closest neighbour - the US - continues to plummet and our dependence on either domestic or long-haul sources will neeed to rise to compensate, then some creativity and innovation is overdue.
What we need is a Green Tourism Strategy - a bold vision for an industry that is willing to:
1. Tell the truth. Tourism, as currently practiced and growing at or aspiring to grow at rates of over 4% per annum is unsustainable. Unless we find a way of reducing that impact, any growth in this sector will impede national efforts to reduce ghgs and will render our sector subject to closer scrutiny and possibly regulation and taxation. That's because we rely on a fossil fuel to bring our guests to the point of the consumption and generate a variety of noxious, heat trapping wastes in the process;
2. Face up to our responsibilities. It's one thing to be asked to be recognised as important, it's another to then assume responsibility for the consequence of our importance. Just how much does the tourism industry contribute to national and global greenhouse gas emissions and what are we doing to reduce that contribution? Have we weighed ourselves in carbon terms recently?
3. Re-think the nature of the product sold - how do we enrich and fulfill our customer's search for rest, relaxation, meaning and purpose? Where and how has our obsesson with cost cutting, efficiency, process and product distracted us from our essence and impaired our ability to care for our clients? How often have you walked through airport security recently? All the root words associated with tourism - recreation (to re-create), holiday (from holy day - time out contemplating something other than one's material existence), vacation (from vacare, latin to empty, to let go) suggest that we can play a vitally important role in meeting customer's spiritual and emotional needs. Our worsening health care statistics (stress, diabetes, cancer, depresson, mental illness) also suggest that it's in national interest that we soothe and calm.
4. Slow down and limit supply. Newsweek (May 14-21, 2007) ran a series on t
ourism. Interestingly the cover title in Europe was "Slow is Beautiful" . In the US it was "luxury travel". Never has the notion of "less is more" been more appropriate. The issue was full of articles showing that when supply was limited and labelled "exclusive" and "luxury" then yields soared; when customers slowed down and saw less but experienced more, more money was left on the table. Can growth be understood as better rather than simply more? Before we blanket more green space with second homes and car parks, can we ensure that every existing supplier is operating at full efficiency - generating maximum yield and profit before encouraging more investment? Can we increase average annual occupancy of existing facilities from 60+% to a situation where there might even be a waiting list? Can we increase average daily spend?
5. See the challenge of Climate Change as an Opportunity to be embraced and not a Problem to be resisted, avoided or ignored. The good news is that a growing number of consumers want to save the world too. They are the one's influencing progressive politicians at city, province and state level to be proactive. They are the ones that are enabling Green Brands such as Whole Foods, Toyota, Patagonia etc to enjoy higher than average profits. Canada's tourism cannot afford to be caught up in the downward vortex of commoditisation - we have to attract customers who value our clean, green, wild spaces and the comforts and excitement of our contemporary urban areas.
The Natural Marketing Institute (NMI), that focuses analysing on the high yielding green market, stated yesterday that customers are seeking a deeper values experience.
"The retail and brand "New Luxury" explosion that made consumers expect an extremely high level of experience at every touch point is now evolving beyond the physical and emotional dimension to the experience of fundamental core values. From luxury hybrid cars to couture dresses made from organic and sustainable fabrics, it is not enough to have it all, consumers also want to feel better about what they have."
Canada has the chance to satisfy this growing demand for meaning and our visitors' slow but steady progress towards redefining wealth as "wellth", balance and wholeness. But to capture and serve that market, we need to get back to the very essence of what it is we offer and ensure that every step along the visitor's journey, we can deliver verifiably responsible, "green", wholesome, value while supporting our customer's in achieving their need for calm, re-jevenation, peace.
A radical re-think of how we market Canada, how we define growth and progress, how we serve our customers and what we stand for is needed. Nothing less will earn us the accolade "great". Nothing less is worth aiming for. Achieving such a re-think' stimulating a nation-wide conversation about tourism's place in a greener world, is what The Icarus Foundation is all about. Come join in the conversation.....Anna Pollock