About
I have extensive experience transforming the way organizations -- from the C-suite to the…
Contributions
Activity
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Iceland with my family last week was epic. Active volcanoes, unreal waterfalls like Skógafoss - we even caught this rainbow! 🌈 Sometimes the best…
Iceland with my family last week was epic. Active volcanoes, unreal waterfalls like Skógafoss - we even caught this rainbow! 🌈 Sometimes the best…
Liked by Janet Gerhard
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Honored to represent the Biodesix, Inc. team at the Lake Street Capital Markets, LLC 8th Annual Best Ideas Growth Conference in New York, NY and…
Honored to represent the Biodesix, Inc. team at the Lake Street Capital Markets, LLC 8th Annual Best Ideas Growth Conference in New York, NY and…
Liked by Janet Gerhard
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On the challenge the status quo theme, I found myself listening to an old interview with Richard Feynman. Lots of fun quotes from him including the…
On the challenge the status quo theme, I found myself listening to an old interview with Richard Feynman. Lots of fun quotes from him including the…
Shared by Janet Gerhard
Experience
Education
Publications
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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.
Honors & Awards
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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.”
More activity by Janet
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Great leaders use their words to coach and inspire. These 12 phrases will transform your team: 1. "I trust you." 2. "You got this." 3. "I…
Great leaders use their words to coach and inspire. These 12 phrases will transform your team: 1. "I trust you." 2. "You got this." 3. "I…
Liked by Janet Gerhard
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