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I partner with experience-led businesses that put people at the heart of what they do. From hotels and resorts to restaurants, serviced apartments, and event agencies—hospitality is my home turf. But I’ve also worked with brands in food, travel, automotive, construction, tech, finance, and even e-commerce. If your business thrives on word-of-mouth, loyalty, and emotional connection, we’ll likely get on well. Whether you’re an independent property or part of a growing group, what matters most is that you’re ready to refine how people feel when they interact with your brand—because that’s what they remember, and that’s what drives growth.

01

What Kind of Clients Do You Work With?

Agencies are often brought in for specific campaigns—ads, rebrands, launches. My work is different. I evaluate and elevate the entire guest journey, from digital discovery to on-site experience to post-stay retention. It’s not just about what guests see. It’s about how they feel, from end to end. My approach bridges mystery shopping and marketing strategy to offer something most brands haven’t seen before because I don’t just identify gaps, I help you close them. Throughout this work, we’ll collaborate closely, from the first call to the final deliverable, so nothing gets lost in translation, or handed over to someone else. Instead, we’ll work together to ensure every detail reflects the experience you want your guests to remember.

02

What Makes You Different From an Agency?

Yes and no. Some brands use the terms interchangeably, but from my perspective, customer experience is often about efficiency, speed, and convenience. Whereas guest experience is rooted in emotion, memory, and presence. With guest experience, it’s not just about completing a transaction but creating a memorable moment. This is mainly because, in hospitality, you’re not selling a product. You’re delivering a feeling. Everything is about service—how someone is welcomed, surprised, and remembered. Guest experience is immersive, sensory, and deeply relational. It’s the difference between being remembered and being replaced.
03

Guest Experience vs. Customer Experience—Is There a Difference?

If your guest journey feels disjointed, inconsistent, or underwhelming—and you can’t quite put your finger on why—you’re not alone. Brands often sense the disconnect before they can see it. Maybe reviews are lukewarm. Maybe rebookings are low. Maybe something just feels... off. That’s where I come in. I bring a guest’s perspective, paired with a strategist’s eye—seeing what’s being missed, not because you’re doing it wrong, but because you’re too close to it. I help uncover those subtle gaps and turn them into moments that build trust, loyalty, and long-term impact.

04

How Do I Know If I Need Your Services?

Within two business days, I’ll personally reach out to schedule a complimentary consultation. If I need more context before we chat, I’ll send a few follow-up questions first to make sure the call is focused and valuable. This isn’t a sales pitch, it’s a conversation, usually lasting 15–30 minutes. I want to understand your business, your challenges, and what you’re hoping to improve. From there, I’ll create a tailored proposal outlining the scope, strategy, and investment. You won’t get vague promises or templated ideas, just thoughtful, experience-led solutions grounded in what you and your guests actually need.

05

What Happens After I Submit an Enquiry?