DiscoverTravel Is Your Business069 – James Nannos of Stay Wanderful – Surprise, Delight, Return
069 – James Nannos of Stay Wanderful – Surprise, Delight, Return

069 – James Nannos of Stay Wanderful – Surprise, Delight, Return

Update: 2019-02-28
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Acquiring and retaining hospitality customers with surprise-and-delight rewards…


James Nannos, Director of Hotel Sales & Partnerships for Stay Wanderful (a direct booking tool to increase guest conversion and provide surprise- and-delight rewards) joins John Matson and Bess Chapman in the MouthMedia Network studio powered by Sennheiser.


In this episode:



  • How independent hospitality brands should think about retaining customers

  • Independent hospitality chains don’t have a powerful distribution network

  • Tangible guest rewards, differentiated experiences to guests, and then continuing conversation after the fact

  • How can independents get in there and make a difference

  • Most prefer experiences and benefits to points, most won’t get value out of points

  • Personalizing small but highly perceived value rewards

  • Most want to choose rewards

  • If Stay Wanderful is in many properties, how that helps still customers choose a specific property

  • Raising the bar of service won’t dilute the opportunity

  • Stay Wanderful makes it look like a hotel is giving you the rewards, like a white label solution for that hotel

  • The only business where customers are sleeping in palace of business—you must capture them while they are there

  • Independent properties fighting uphill battle

  • A fee-for-success model

  • The importance of fining out the real decision-maker of a hospitality property or brand

  • Why hotels are operating off of antiquating systems, integrating into an old tech stack

  • The helpfulness of the Cornell network

  • The impact of military methodology and experience on entrepreneurialism and how it connects with hotel business

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069 – James Nannos of Stay Wanderful – Surprise, Delight, Return

069 – James Nannos of Stay Wanderful – Surprise, Delight, Return

MouthMedia Network