Editorial Board   Guest Author

Ms. Gerhard

Janet Gerhard

Partner & CXO, Inquizo

Janet Gerhard has extensive experience transforming the way organizations understand and manage the customer experience. By analyzing and strategically changing how organizations interact with their customers, she helps clients redefine their growth strategy and customer experience ecosystem to deliver bottom line results.

In addition to the hospitality sector, Ms. Gerhard consults globally with automotive, business services, healthcare, logistics, manufacturing, pharmaceutical, retail, technology and telecommunication companies.

When not focused on intentional experience design and driving customer loyalty through the business of Hospitality Gal, Ms. Gerhard puts her passion for sales to use in an active partnership as a Global Advisor with Challenger Performance Optimization, Inc., working with its diverse client base on commercial transformations.

Prior to the launch of Hospitality Gal, Ms. Gerhard led the Hospitality sector of newBrandAnalytics, a social media intelligence company named the Venture Summit Mid-Atlantic 100 Company of the Year in 2011 and Northern Virginia Council's Hottest VC Backed Company in 2012.

Ms. Gerhard spent the previous nine years with Maritz Research where she used customer lifecycle analytics to help clients capture more customer loyalty. She began her customer experience journey with The Ritz-Carlton Hotel Company. She is extremely well-traveled having visited and worked in more than 30 countries.

Ms. Gerhard launched Inquizo, a contemporary Business Solution Agency to help Fortune 500 companies and start-ups worldwide compete in today's ever changing business environment by disrupting conventional thinking, implementing innovative go to market strategies, and increasing customer loyalty. With the fundamental belief that Curiosity + Creativity = Innovation, Inquizo grows people, businesses and their customers.

Ms. Gerhard has a Bachelor of Science degree in Hotel Administration from Cornell University.

Please visit http://www.inquizo.com for more information.

Ms. Gerhard can be contacted at +1 215-518-2425 or janet@inquizo.com

Coming up in February 2020...

Social Media: Social Listening Tools

The reach and influence of social media is staggering. Nearly 3 billion people use social media daily, posting a range of messages, selfies, images, and everything in-between. According to HubSpot, almost 4 million posts are uploaded to the major social networks every single minute! That's an astounding amount of content and it is crucial for hotels to skillfully use social media in order to effectively compete. From establishing a suitable brand identity and voice to creating content across all the major networks (Facebook, Twitter, Instagram, Pinterest, etc.), the goal is to actively engage consumers and to eventually convert them to customers. Some hotels are initiating online contests as a way to attract new customers, while others are rewarding customers with discounts who subscribe to the their email lists or follow their social media pages. Another recent strategy is to employ social media listening tools that track what people are posting online about their businesses. These tools allow hotels to monitor - or listen to - what's being said about a brand across the entire social web, and this can prove to be very valuable, unfiltered information. Social listening permits hotels to be aware of people's opinions about their business, industry or competitors, and some of these tools even listen beyond social media platforms. They also monitor publicly available information on blogs, forums, news outlets and websites. Some listening tools are more focused on gathering and analyzing data, while others offer more engagement-oriented features, which allow hotels to interact with people right from the platform. Often the information that is gleaned from these listening tools ends up being the most authentic, unbiased insights a business can get. The February Hotel Business Review will document what some hotels are doing to successfully integrate social media strategies into their operations.