Tag Archives: customer experience

Why Your First Impression Could Make or Break Guest Experience TSHS – 121

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Why Your First Impression Could Make or Break Guest Experience

In this episode of The Social Hotelier Show, Sam-Erik Ruttmann welcomes renowned keynote speaker and author Sylvie Di Giusto.

Together, they explore the psychology of first and lasting impressions in hospitalitySylvie digiusto

and how unconscious biases shape guest experiences.

Sylvie breaks down her signature “ABCD-E” framework—Appearance, Behavior, Communication, Digital Footprint, and Environment—offering practical tools for hospitality leaders to influence perception and build trust from the first moment.

The conversation also dives into the often-overlooked impact of a leader’s digital presence and how virtual interactions can elevate—or damage—credibility. Whether you’re a hotel executive, manager, or aspiring leader, this episode offers actionable insights on how to become more intentional, authentic, and effective in your role . Subscribe, listen, and learn how micro-choices can create macro impact in guest experience.

 

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AI & Service Transformation Unforgettable Hospitality Experiences TSHS – 117

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AI & Service Transformation Unforgettable Hospitality Experiences

In this episode of the Social Hotelier podcast, host Sam-Erik Ruttmann interviews Johann Diaz, an expert in service transformation and customer experience.

They discuss the importance of redefining strategies to meet evolving customer needs, the role of AI in enhancing service delivery, and the shift towards servitization in business models.

Johann emphasizes the significance of understanding customer sentiment, the core principles of exceptional service, and the risks and opportunities associated with AI adoption.

The conversation also explores future trends in AI, particularly the rise of agentic AI, and how organizations can prepare to remain competitive in a rapidly changing landscape.

Johann Diaz

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What Makes a TRULY Successful Marketing Strategy? TSHS – 110

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What Makes a TRULY Successful Marketing Strategy?

In this episode of the Social Hotelier Podcast, host Sam-Erik Ruttmann speaks with Eric Dingler, a digital nomad and marketing expert, about the intersection of travel and marketing strategies.

He runs successfully a location-independent business.

Eric shares insights from his family’s journey as they travel the world while managing a marketing agency.

The conversation explores how the digital nomad lifestyle has reshaped Erik’s understanding of marketing, emphasizing the importance of simplicity in marketing strategies and the need for businesses to adapt to changing consumer behaviors. Marketing is simpler than many make it out to be.

Eric also discusses the evolution of web design and businesses’ need to gather customer information for effective advocacy marketing. In this conversation, Eric Dingler shares insights on effective marketing strategies for engaging customers, particularly in digital nomadism.

He discusses the importance of specialized landing pages, understanding customer needs, and innovative engagement tactics, such as the unique Yahtzee experience at a restaurant in Buenos Aires.

Erik Dingler has been traveling full-time with his family for over three years. The digital nomad lifestyle has become routine for Erik and his family.

Eric also delves into the challenges and benefits of raising a family while living a digital nomad lifestyle, emphasizing adaptability and the use of technology to maintain connections. He highlights emerging trends in the digital nomad community, particularly the increasing number of families embracing this lifestyle and the impact of remote work policies post-COVID.

 

 

A Digital Nomad’s Marketing Blueprint

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