🚀 Getting to Hell Yes: From Metrics to Meaning with Daniel Paulino

What if your reputation wasn’t just about your star rating?

What if it could predict business health, uncover blind spots and give you a daily playbook for loyalty?

In our latest Getting to Hell Yes episode, I sat down with Daniel Paulino, Head of Real Estate at Reputation and former VP of Digital Strategy at Bizzuto. To talk about why great brands go beyond “doing things right” to creating experiences worth forgiving.

💬 “A brand can apologize. But a relationship seeks forgiveness.” — Daniel Paulino

We covered:

• Why “love brands” win in crowded markets
• Blending physical + digital experiences (“fidgetal”) to create loyalty
• Why chasing star ratings is a losing game and what to measure instead
• How AI and predictive analytics are changing discoverability and recommendability
• The link between brand health and NOI (and how to prove it)

If you’ve ever wondered how to stop guessing where to invest in CX and start focusing on what actually moves the needle, this conversation is packed with actionable insights.

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