What happens when a Customer Experience professional and his partner decide to open a business together with a great love for entertaining but no professional hospitality background? 

A whole lot of hard work, and steep learning curve, and a world of on-the-job training, leads, in the end, to phenomenal success.

Learn how these owners applied their passion for making guests feel welcome combined with a disciplined daily devotion to continuous improvement that made them two of the foremost leaders in the alternative accommodations field. 

If you are a hospitality professional, or someone with a dream of making a success of your own hotel, Bed & Breakfast, or even a vacation rental, don’t miss this success story from Andy Banner- Price, one of the co-owners of the 25 Boutique B&B in the UK. 

They knew they needed to have fantastic reviews to be noticed in a sea of Bed and Breakfasts in the area as well as hotels. Their marketing strategy was to be on the first page, or even better, on top of the list in their area. 

They won the title Best B&B in the world twice, in 2019 and in 2020. 

For additional resources including highlights and complete show notes from this interview, please visit adelegutman.com/getgreatreviews/

Links:

Website: https://www.the25.uk/ and adelegutman.com

LinkedIn: Andy (Price) Banner-Price and https://www.linkedin.com/in/adelegutman/ 

Twitter: Andy Banner-Price  and https://twitter.com/AdeleGutman

If you have any questions about how to inspire five-star reviews, please send your message or comment to [email protected] and we will be sure to answer them on an upcoming episode and/or directly with you. 

Do you know a business leader who has extraordinary success in inspiring 5-Star Guest Reviews?  Please let me know or invite them to reach out to me to discuss the possibility of being a future guest.  

Thank you, in advance for subscribing, and sharing your heartfelt reviews. It means the world to us when we hear that you find the content helpful, and what's more, it helps others find our content too. 

See you next week! 

Adele 

 

 

 

 

Hardly a day goes by that I don’t hear someone say that the hospitality industry is famously slow on embracing technology or innovation.

But not every innovation has to be done on a grand scale. When it comes to Customer Experience, it’s the little things that can make the biggest impact. Yes, we should review our tech stack at least every year to see if what we have is still the best fit for our goals. Yes, we need to be open to updating our product in new ways to stay ahead of the curve. But for most hotels, allowing critical feedback to trigger daily micro-innovation is the secret to a culture of continuous improvement and transforming the guest experience. 

In today’s episode, Adele discusses different ways to determine how to implement innovations at your Hotel or Restaurant.

Tune in to this podcast discussion and embrace the micro-innovation mindset! 

For the complete notes for the show, visit adelegutman.com/getgreatreviews/

Highlights:

 

• Itamar Gilad’s ICE method for evaluating major projects. 
• Why Semantic Analysis Reports are not as effective as individual real-time feedback, in context for improving hospitality industry operations. 
• How to best collaborate with employees to investigate root causes for guest and employee distress, without causing more distress in the process. 
• Breaking down opportunities for change into three or four primary categories: People (Communication or Mindset), Process, or  Product. 

Links:

 

Website: adelegutman.com

LinkedIn: ADELE Gutman Milne

1. Itamar Gilad: ICE and the Confidence Calculator Tool

2. No Vacancy Live Episode with Kathy Van Ness and Jeff Kulek  Hosts: Glenn Houseman & Anthony Melchiorri

What happens when you put two Guest Experience Evangelists together? A lot of passion and laughter, and some great advice that anyone can put to work to elevate their business guest loyalty and online reputation to attract new customers like a magnet.

Josh Liebman's 16-year background in attractions and venues such as Walt Disney and Universal gave him a rich background in hospitality experiences which lead him to become the Guest Experience Evangelist for the guest experience platform, Roller, and the Host of the Guest Experience Show.

Josh calls the Guest Experience the ultimate differentiator. Adele calls Reputation the foundation of all Sales, Marketing, and Revenue success. Together, they agree that embracing feedback in an earnest and responsible way is mission-critical to long-term financial success, especially in travel and hospitality.

Links:

Website: The Guest Experience Show 

AdeleGutman.com

LinkedIn: Josh Liebman, ICAE

Follow Adele on LinkedIn

Twitter: @Joshua_Liebman

@AdeleGutman

Roller Software

For lots of free resources including the complete show notes for this episode and so much more, visit:

AdeleGutman.com/GetGreatReviews

And subscribe! 

 

The Greek philosopher Heraclitus was known to say, “change is the only constant in life.” Organizations that embrace change as the natural state of being will have the best chance to successfully stay ahead of the curve as the needs and desires of our customers continue to shift. Yet, while people as children are instinctively open to learning and creativity, many organizations are naturally resistant to change and set up cultures that can discourage creative problem-solving, innovation, and transformation. 

In this episode, Howard Tiersky and Adele Gutman discuss four common misconceptions about digital transformation that have the potential to derail even the most well-funded efforts.

Howard Tiersky is a Wall Street Journal bestselling author of Winning Digital Customers. IDG named him one of the “10 Digital Transformation Influencers to Follow Today”, and Enterprise Management 360 named Howard “One of the Top 10 Digital Transformation Influencers That Will Change Your World.”

Links

Full show notes for this episode and more can be found on www.adelegutman.com/getgreatreviews 

Website: howardtiersky.com

LinkedIn: Howard Tiersky

Twitter: howard tiersky

Book Links:

4 Common Misconceptions About Digital Transformation

https://winningdigitalcustomers.com/freechapter

Or  https://winningdigitalcustomers.com/preorder

For free resources including the complete blog post and show notes on this episode and more, please visit adelegutman.com/getgreatreviews

Is your service recovery goal to earn one customer for life or is it to earn 1,000+ customers for life? 

As long as we are humans serving humans, it's inevitable that things will sometimes go wrong in business. Even in the hospitality industry when we focused on our hotel and restaurant guests and deliver great service, there are many hands “touching that customer journey” and anything can happen. Hospitality professionals understand that providing excellence in service recovery is critical for guest satisfaction, guest reviews, and creating brand loyalty. 

However, I  believe that the model of service recovery that most companies aspire to often fails to actually hit the mark when it comes to creating and maintaining a five-star reputation, enthusiastic fans, and reviews and recommendations galore. Most hospitality stars are trained to try to use their skills to solve the problem, offer empathy and solution options and turn the guest into a fan for life. 

This view stops just short of where the true magic lies. Taking actions to stop the pain points from happening in the first place for future guests is one of the elements of the gold standard of service recovery. 

In 40 years in hospitality, and as a traveler and a consumer, I have observed that there are various levels of service recovery today. 

Check out the full show notes to learn more about the gold standard of service recovery, along with many other free resources on reputation cultivation when you visit:  adelegutman.com/getgreatreviews 

 

Every business must already have satisfied customers to keep the doors open, but not every business enjoys the benefits of loyalty, new customer referrals, and increased perceived value that a stellar reputation provides. 

 

In this episode, Adele Gutman, the authority on hospitality reputation marketing,  shares a more effective strategy to not only get a few more reviews that you might have had before but to have your business bask in the sunshower of fabulous, enthusiastic, five-star reviews- focus on adding more warmth and energy to the guest experience. 

 

These insights come from Adele’s personal experiences and astonishingly consistent results: 

 

• The #1, #2, #3, and #4 ranked hotels on Tripadvisor out of hundreds of hotels in NYC. 

• The #1 hotels in Czech Republic and Hungary on Tripadvisor

• The #1 Hotel in the World on Tripadvisor in 2017

• 96.1% GRI- The highest company-wide Global Review Index of any luxury hotel brand in the world according to a study by ReviewPro

Access the complete show notes, please visit: AdeleGutman.com/GetGreatGuestReviews