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 a 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’

Watch the full Episode with video on Youtube here.

The full book is available in print and kindle and can be bought here.

(or your local amazon...)

An abstract of the book can be downloaded here.

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