Digital Hospitality®

A prospect checks your pricing page three times in two days.

They read case studies. Bail on checkout. Come back the next morning, re-read the same blog post.

Nothing happens.

Not because you don't care. Because you can't see them.

That's the gap. How we treat people in person vs. how we treat them online.

The Record Store Test

Picture this:

Sarah walks into her favorite record shop. The owner says:
"Hey Sarah, that A Tribe Called Quest reissue you asked about? Just came in."

He knows her history. He knows her taste. He treats her like a person.

Now picture the digital version:
Sarah visits an online store for the third time this week. Same product. Same reviews. Same abandoned cart. She gets the same generic homepage every time.

Physical store: relationship.

Digital store: amnesia.

We fix that gap.

What Digital Hospitality® Means

Not buzzwords. Not another marketing gimmick. It's how we've worked since 2001.

It means:

  • • Knowing who's visiting without crossing the line
  • • Anticipating what they need before they ask
  • • Respecting their time and intelligence
  • • Creating experiences worth talking about

It doesn't mean:

  • • Creepy personalization
  • • Treating every visit like a "conversion opportunity"
  • • Popups, countdown clocks, or fake urgency
  • • Pretending you know more than you do

Hospitality serves the guest.

Marketing serves the business.

We do the first. The second takes care of itself.

The Digital Doorbell Moments

When someone rings your doorbell, you answer. You don't make them ring it three times while you scan their LinkedIn.

Your site has doorbells ringing all the time. You just can't hear them.

Signals most businesses miss:

  • • Multiple pricing visits in 48 hours
  • • Abandoned cart at shipping (not payment)
  • • Long product research followed by silence
  • • Repeat visits to the same content
  • • Form starts that never finish

Most companies ignore them.

We treat them as invitations to help.

Why It Matters Now

The gap has been there since day one. Three things changed:

1. Tech caught up.

Server-side tracking, compliant data capture, behavioral triggers. Useful without violating trust.

2. Expectations changed.

Everyone expects Amazon-level experiences. Not entitlement. Possibility.

3. Invisibility got expensive.

Ad blockers and privacy tools hide 30–40% of traffic. Imagine having only 60–70% accurate awareness of your bank account balance. Hard to make smart financial decisions, right? That's what you're doing with your data.

You can't serve guests you can't see.

What It Looks Like

E-commerce

A cart with three items abandoned. Two hours later, the follow-up isn't "YOU FORGOT SOMETHING!!!" It's: "We held these items for you—sizing questions? Here's the fit guide."

B2B

Four pricing page visits, no form. Sales gets a nudge: "This company's evaluating you. Send the case study in their industry."

Nonprofit

A donor cancels after six months. Instead of "We miss you," they get: "Your $50/month funded three months of clean water. Here's what that looked like."

Artists

A fan buys every album but no merch. Tour email highlights: "New York date added"—because you know where they live.

The common thread: recognition, context, usefulness.

Proof in Numbers

  • • 300% revenue growth (The Peach Truck)
  • • 9X email automation revenue (Lonely Ghost)
  • • 1400% increase in four years (Preemptive Love)
  • • Doubled engagement (Army National Guard)
  • • $500K+ incremental revenue through personalization

Not anomalies. Return on hospitality.

Our Three Non-Negotiables

1. Transparency over tricks

We say what we track and why. No dark patterns. No gimmicks. If it wouldn't fly face-to-face, we won't do it online.

2. Service over selling

We measure "Did we help?" not "Did they click?" Sales follow service. Always has.

3. Privacy as hospitality

Boundaries matter. First-party, permission-based, compliant by design. Attentive, not invasive.

The Litmus Test

Every tactic runs through one question:

"Would this feel like hospitality in person?"

  • • Popup blocking content = standing in the doorway demanding an email
  • • Auto-playing video = shouting at a guest who just walked in
  • • Countdown timer = hovering over their table with a watch
  • • Generic mass email = "Dear Valued Guest"

If it's awkward in person, it's awkward online.

Results, Not Rhetoric

25 years. Hundreds of clients. Fortune 500s and farmers markets. Grammy winners and nonprofits.

This works because it isn't theory. It's practice.

Treat people like people—online and off. Everything else follows.

Let's talk