Janet Gerhard

Janet Gerhard

United States
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    Executive Coaching, Change Management, Corporate Training, Leadership Development, Negotiation, Public Speaking, Team Building, Training, Business Consulting, and Management Consulting

About

I have extensive experience transforming the way organizations -- from the C-suite to the…

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Experience

  • Inquizo Graphic

    Inquizo

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    Minneapolis, MN

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    Washington D.C. Metro Area

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    Fenton, MO

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    Horsham, PA

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    Horsham, PA

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Education

Publications

  • Kill the WOW: Be Effortless Instead

    Hotel Business Rewview

    What is the most important question hoteliers should be asking themselves as they weigh how to differentiate in a sea of sameness? Most would think it’s about customer satisfaction. Many would drill down into issues related to their NPS (net promoter score). But new research from CEB has shown that the key question to ask is: How effortless is it to do business with your hotel?

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  • Branding Guest Recovery Efforts

    Hotel Business Review

    Guest recovery has long been categorized as a necessary evil. While a flawless experience is impossible, it’s an additional opportunity to build loyalty. Is it possible to truly differentiate your brand or is it merely generic customer service done well?

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  • Where Have All the Insights Gone?

    Hotel Executive

    Insights are not easy to come by. The inputs matter. Customer insights teams need to have the ability to move more nimbly versus being tethered to technology or reporting. The best intentions of improving customer experience are merely that. Putting in place process improvement systems is not the same thing as creating a core competency of experience management.

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  • Is There Such a Thing as NPS for Social Media?

    1to1 Media

    We've seen NPS gaining in popularity as brands are looking to better tie loyalty measures to guest behavior and growth. Without question, the attraction to NPS for many is its simplicity. Are the raves outnumbering the rants? However, there's growing debate about the validity of the NPS as many believe it is too simple and too good to be true.

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  • Is There an 80/20 Rule in Social Media?

    Tnooz

    There is no discussion on customer experience today that doesn’t speak to social media and its impacts on hotels, operators and brands. But, the promise of social media monitoring is nearly as elusive as the financial returns of social travel sites. Right now, “completeness” in your social media strategy means the big players rule the roost and most everyone else is along for the ride. The 80/20 rule is here to stay… until it isn’t.

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Honors & Awards

  • Top 25 Most Extraordinary Minds in Sales & Marketing

    HSMAI

    HSMAI's “Top 25” list is annually compiled to highlight those who have made a sizeable influence on the hospitality, travel and tourism industries. Recipients are selected by a panel of senior industry executives based on recent work meeting the following criteria: creativity and innovation; cutting edge sales or marketing campaigns; triumph in challenging situations; and sales efforts that resulted in dramatic gains. “One of our favorite parts about the Adrian Awards is honoring our Top 25…

    HSMAI's “Top 25” list is annually compiled to highlight those who have made a sizeable influence on the hospitality, travel and tourism industries. Recipients are selected by a panel of senior industry executives based on recent work meeting the following criteria: creativity and innovation; cutting edge sales or marketing campaigns; triumph in challenging situations; and sales efforts that resulted in dramatic gains. “One of our favorite parts about the Adrian Awards is honoring our Top 25 recipients,” said Robert A. Gilbert, CHME, CHBA, president & CEO of HSMAI. “Every year, we’re inspired by their impressive accomplishments throughout their careers and their fervor to thrive in this industry. They’re game-changers, and we’re proud to celebrate their achievements.”

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