On this episode of Suite Success, host Katie Cline sits down with Rory Sutherland—Vice Chairman of Ogilvy UK, TEDx sensation, and bestselling author—to uncover the hidden psychology behind guest satisfaction and loyalty. As one of the world’s foremost experts in behavioral science, Rory reveals the surprising factors that shape a guest’s perception, from the outsized impact of first impressions to the small, unexpected moments that leave a lasting mark. He dives into why repeat business is the ultimate measure of success, the crucial role of trivial signaling in customer loyalty, and the difference between transactional and relational capitalism—all with his signature wit and wisdom. Whether you’re in hotels, short-term rentals, or simply obsessed with the art of great hospitality, this episode will change the way you think about creating unforgettable guest experiences.

Connect with Rory

TikTok - @rorysutherlandclips

Linkedin - https://www.linkedin.com/in/rorysutherland/

X - @rorysutherland

Instagram - @RorySutherlandClips

Links:

Apple Podcasts - Link

Spotify - Link

Suite Success Website - Link

Connect with Katie 

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Suite Success is part of the Hospitality.FM podcast network and a Hospitality.FM Original. If you like this podcast, then you'll also love our other podcasts directly on Hospitality.FM!

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