Hardware Podcasts

169: How to Apply “The Hospitality Mentality” to Manufacturing

Manufacturing Happy Hour · 23 Jan 2024 · 1h 09m

What this episode covers

Josh Liebman, guest experience expert and author of 'The Hospitality Mentality', explains how manufacturers can apply hospitality principles to build brand loyalty and turn customers into 'raving fans'. He details the 'recovery paradox', where resolving a service failure effectively can create higher loyalty than a flawless experience, and discusses the high cost of negative reviews. Liebman also shares how he adapted Toyota's Lean Startup feedback loops to improve guest experiences in the attractions industry.

Most relevant to

established companies

Topics

Mentioned

Companies
Toyota, Intamin
Also
The Hospitality Mentality, Attraction Pros, Toons, The Lean Startup, Eric Ries, Millennium Force, Six Flags New England, Cedar Point, IAPA, Beguile Brewery

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