It takes more than marketing to make a service feel genuine.

Till Grusche
February 26, 2016

It’s very hard to make authenticity scale, because size seems to destroy authenticity. And though all brands strive for it the same problem exists: the more an authentic experience gets commercially embraced, the less genuine it feels.

It’s likely that every successful rock musician knows this phenomenon. As long as their band tours the small clubs, they’re considered really authentic by a small, elite audience. But once they land a big hit and more people want access to them and their music, they face pressure to constantly replicate what made them so authentic in the beginning, and soon someone will start calling them a sell-out.

Authenticity needs to be built on a true narrative. And to live up to the expectations of authenticity, companies are honing their storytelling skills, tying growth and success back to their authentic origins. Airbnb, for example, publishes videos of its hosts regularly to demonstrate how the company could grow so fast while maintaining its authenticity.

In the world of travel, digital transformation has evolved the concept of authenticity in two ways. The first plays off of the idea that people are their most authentic selves while at home. Travel then means extending the feeling of “home” to remote and unfamiliar places. Uber has a Spotify integration so you can feel at home by playing your favorite music when picked up for a ride, and thanks to services like Yelp and Foursquare, it’s never too difficult to satisfy a craving for Thai food. It has become very easy for people to travel without ever leaving their comfort zone, they can live and express their authentic selves wherever they go.

self driving

Cars in particular play an important role in this concept. They provide a permanent and accessible mobile extension of one’s home. With self-driving autonomous cars on the horizon, there is a huge opportunity for the automotive industry to define this environment as a place of personal self-expression. When the steering wheel disappears from the driving space, as some say will happen by 2020, it will become increasingly important to explore how non-drivers interact with their vehicles. Alexander Lautz, a digital executive at Deutsche Telekom, calls it “the shift from a vehicle that takes you from point A to point B to an environment where you can be entertained.” Deutsche Telekom, like many other companies, are invested in exploring how tomorrow’s on-road entertainment will work.

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On the other hand, digital has also had the opposite effect on authenticity and traveling. It has made even the most remote parts of our world visible and accessible. We now have physical access to authentic experiences that were formerly out of reach.

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“Voluntourism” is a recent trend that represents this new access to authenticity. Startups like Volunteer World offer a marketplace that matches organizations in need of volunteers and funding with travelers who are willing to offer both. Initiatives like this offer authentic offline experiences, enabled by digital.

Journeys | Access | Authenticity | Filters | Trust | Wayfinding