Why Storytelling is the Currency of the Experience Economy

Posted on 8/25/2025, 11:02:35 AM

Just go ahead and think about the last time someone went out for dinner. Sure, the food mattered, but what really stuck? Was it the perfectly crisp fries, or was it the waiter explaining that the burger was made from beef sourced at a family farm two hours away? Maybe it was the cocktail menu with quirky names tied to the bar’s history. Well, these are just examples, and yeah, you see these sorts of things on Eater on YouTube or The Bear if you’re into watching TV. But those little examples are real, and you better believe they matter to customers.

Just generally speaking here, there’s a lot of things that are more important to businesses than they realize, and yeah, the customer experience is one of them. When it comes to anything hospitality-related, guests aren’t just buying food, drinks, or a bed for the night. They’re buying a story. 

Like, the flavors are important, but the narrative behind them is what makes the whole thing memorable, Instagram-worthy (or TikTok worthy), and worth retelling to friends. It’s the experience economy, where storytelling is the currency that really counts.

Stories Turn Ordinary into Shareable

Well, it’s really as simple as that. So, part of dining out or staying somewhere unique today is the bragging rights. Nobody’s racing to post a photo of just “food.” Okay, but a meal tied to a quirky backstory or a cocktail menu rooted in a theme is basically content that they’re after. Now, businesses know that they need storytelling in their marketing, right?

Well, if you think about it, this is where storytelling and marketing intersect. Basically, a drink named after local landmarks makes for an easy Instagram caption (or any other platform). But a dessert inspired by tradition sparks conversation at the table. Actually, even the way staff describe a dish can elevate it from forgettable to something worth talking about. 

But generally speaking here, it’s not just about eating or staying somewhere, it’s about giving guests a story to share. They want content, and well, they’re coming to your business for that (and you need to cater)

Why Hospitality Needs Narrative Design

Well, that seems fair, right? And yeah, hospitality is naturally story-driven. Just put yourself in the customer's shoes for a moment; the moment someone walks in, and til they leave, all those details are going to add up. You have to build a story, not just throw anything and everything into it and hope something sticks. 

Well, narrative design is about connection. The lighting, the playlist, the menu writing, the way staff talk about the food, even the art on the walls, all fit into a bigger picture. And yeah, when done right, guests don’t just feel like customers, they feel like they’re part of something bigger.

But of course, narrative design has strategy, but it also has personality. It can be playful, nostalgic, bold, or heartfelt, depending on the story the brand wants to tell. Well, yeah, it can be difficult to figure out these things, even if you do hours of research, because again, you’re trying to win customers over with storytelling, but it’s storytelling they expect to experience, and a lot of businesses will usually look into help like an NYC-based hospitality marketing agency, as an example. 

Now, overall, you want the stories raw; you want people to listen, remember, and it even helps if they share. So that’s exactly why it helps to get an agency that has experience in this to help you out.

How Storytelling Builds Loyalty

Okay, so above, it went on and on about why it’s best to get some professional help, and yeah, there’s so much truth to that. But you need loyalty, too. Actually, points programs and discounts still matter, but they’re no longer the backbone of loyalty. In the experience economy, loyalty grows from connection. 

Just think of it like this: when guests feel like they’re part of a story, they’ll come back, even if cheaper or closer options exist. There’s like this bonding experience, and they eat it right up. Basically, if there is no discount, that’s fine, because if a customer had a great time, they’ll come back or at least recommend it.

The Experience Economy Runs on Stories

Well, that should be a given, considering it was hammered down already in this article, right? But it’s true, there’s been a shift to where material goods are becoming less important, and people would rather have fun experiences. But those experiences still actually need to be good enough and count. Like a great dish is important, but it’s only memorable when tied to a narrative (like the meat being locally raised or something).

But even for hotels, a gorgeous room becomes unforgettable when there’s a fun story tied to it, even if it was the design that an interior designer chose for it. But this is what businesses thrive on, and this is what people want. It’s those stories that keep people coming back, posting about their experience, and talking about it long after the bill’s been paid.