With downtown Cleveland seeing more than $2 billion in travel-related development, we must step up and make sure visitors are provided with the best possible service. We want them to spread the word when they get home about how great Cleveland is.

That was the message from David Gilbert, CEO of Positively Cleveland, at the organization's recent annual meeting. Based on recent research, the organization has determined that the city has "a communication gap" rather than "a product gap."

"We have the product -- amenities that most cities would be jealous of," said Gilbert. "We don't have enough people experiencing it."

To close that gap, Gilbert unveiled an aggressive plan to train hospitality workers as well as locals in how to better market the city and welcome and direct visitors. Positively Cleveland will also focus on legibility and wayfinding signage, online information, streetscape improvements, visitor hospitality, altering local perceptions and better destination branding and communications.

"We've done a great job of building big buildings, but we need more than that," Gilbert said. "It's 'what was the walk like?,' not just the Rock Hall experience."

Source: David Gilbert
Writer: Lee Chilcote