Discussing Chapter 14: ’TYING IT ALL UP IN THE BOWTIE’ with Håvard Hovdahl, SVP Loyalty, Strawberry

It’s conclusive episode of the series – almost a season finale (except there will be a new season starting next Wednesday already) – as we’re concluding on the Bowtie of Personalization – but also adding a twist of Customer Loyalty.

Håvard seems to know all about the intersection between Hospitality, Loyalty and Personalization – so do take the time to listen to this one!

In the episode we cover the following points:

• Håvard’s career path and his work at Strawberry
• What is so special about working in Hospitality
• How personalization fits into Loyalty and Hospitality
• How personalized a customer journey could actually become (if suddenly all challenges were gone and there were no roadblocks)
• How personalized the AVERAGE customer journey in hospitality is and what the reasons for the gap is
• How they measure the results og loyalty and personalization at Strawberry – eg. balancing CLV and ‘Proxy metrics’
• How he sees the general maturity of personalization in hospitality and last but not least…
• Håvard’s own favourite example of personalization that he has experienced personally (Yes – at a Strawberry hotel! – and I agree it is such a good example!)

Based on Rasmus Houlind’s latest book ’Hello $FirstName – Profiting from Personalization’

The book is available in print and kindle and can be bought here:
https://amzn.eu/d/7con9Ex (or your local .com, .co.uk, .se amazon…)

A written abstract of the book can be downloaded here:
https://bit.ly/HFN-abstract

All models and illustrations from the book can be downloaded here:
https://bit.ly/HFN-Illustrations

Visit your favourite podcast service for the audio chapters, e.g. Spotify:
https://spoti.fi/3Ri97xx