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

Discussing Chapter 14

In this week’s episode of the ‘Hello $FirstName’ podcast we’ll be discussing chapter 14: ’TYING IT ALL UP IN THE BOWTIE’ with Håvard Hovdahl, SVP of Loyalty at the Nordic hotel chain, 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:

All models and illustrations from the book can be downloaded here:

Visit your favourite podcast service for the audio chapters, e.g. Spotify: