In my last article, I wrote about the importance of diversifying your customer base and how the LGBT market offers great opportunities for hotel operators. However, to be successful in this market, or any market for that matter, it is critical that you know who this market is and what they are looking for. Without this, you will not be able to successfully meet their expectations.
To get a better understanding of the market, research firm Protean Strategies examined the Canadian LGBT traveler by segmenting the market into more meaningful groups. They developed a four segment model based on the travelers’ needs state (defined in experiential terms rather than benefit or attribute) for a particular trip. The requirements of a trip, therefore, was not defined by demographic, psychographic, or traditional benefit attributes, but rather by the experience sought.