Why haven’t Wellness Resort brands been able to scale? Is it because the Founders are critical & people don’t scale? Is it because location is critical? Because unit economics don’t work? What else?

Why haven’t Wellness Resort brands been able to scale? Is it because the Founders are critical & people don’t scale? Is it because location is critical? Because unit economics don’t work? What else?

Service Recovery is awesome! It gives you the chance to turn a negative into a massive positive. The key is to Give Graciously. If you can’t do that, then better to not give at all.

Service Recovery is awesome! It gives you the chance to turn a negative into a massive positive. The key is to Give Graciously. If you can’t do that, then better to not give at all.

Why isn’t Marriott the #1 Food Delivery service in the world? Hilton the #1 Maid Service? Accor the #1 Massage in Demand service? They have the footprint, expertise & capital. So they could!?!

Why isn’t Marriott the #1 Food Delivery service in the world? Hilton the #1 Maid Service? Accor the #1 Massage in Demand service? They have the footprint, expertise & capital. So they could!?!

Augmented Reality & Virtual Reality are all the rage. But what are the practical applications for Spas? Is it too early? Are Spas ready for it? What are the Spa Equipment makers doing in this space?

Augmented Reality & Virtual Reality are all the rage. But what are the practical applications for Spas? Is it too early? Are Spas ready for it? What are the Spa Equipment makers doing in this space?

Are you selling Features or Benefits? Does it matter ? (Hint: YES!) I share an interesting ‘Case Study’ from the world of luggage that might help explain.

Are you selling Features or Benefits? Does it matter ? (Hint: YES!) I share an interesting ‘Case Study’ from the world of luggage that might help explain.