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How Any Business Can Adopt a Hospitality Mentality with Josh Liebman

Create Customer Loyalty With a Personalized Experience

Shep Hyken interviews Josh Liebman, a guest experience expert and the author of The Hospitality Mentality: Create Raving Fans Through Your Guest Experience. He talks about how organizations, whether in B2B or B2C, can adopt the hospitality mindset to create exceptional guest experiences and drive loyalty. 

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Top Takeaways:

  • The hospitality mentality is a mindset that focuses on treating every customer as a valued guest, going beyond their expectations, and providing exceptional service. This mindset can be applied to every organization in any industry. 
  • A hyper-personalized experience is making the customer or guest feel like they are the only one that matters, even if it is only for a brief period of time. It’s about delivering an experience that exceeds their expectations and is tailored to their unique preferences and needs. 
  • A “wow moment” is a surprise and delight moment. It goes beyond what an employee, a team member, or the organization typically needs to do, but it shouldn’t negatively impact any other guest’s experience.  
  • “Wow moments” don’t have to be complicated or costly. There are many ways to create memorable and personalized experiences for guests that have high value but little to no cost to your organization. It’s about going the extra mile, finding moments to surprise and delight your guests, and creating a lasting impression that sets your business apart. 
  • Consistency and predictability are crucial in delivering amazing customer service. While “wow moments” are memorable and can create a lasting impact, the foundation of great service lies in consistently delivering positive experiences (that are expected). The word “always” followed by something positive is how every customer should describe your business. Customers value businesses that are always friendly, always helpful, and always reliable.  
  • Plus, Josh shares what it means to “get rid of your customers” and more nuggets from his latest book, The Hospitality Mentality: Create Raving Fans Through Your Guest Experience. Tune in! 


“Recognize that your guests don’t need you. They can go elsewhere. So be intentional about exceeding their expectations so that they want to do business with you again and recommend you to everyone they know.” 

“The idea behind having a hospitality mindset is to look beyond the dollar amount customers bring into the business. Provide an experience that extends beyond the transaction and allows you to build a framework for a service culture that treats everyone like a guest.” 

“Make the experience something to be loyal to. Loyal guests or loyal customers continue to do business with you, tell others about it, and even defend your business when needed. They help advocate for and evangelize your business.” 


Josh Liebman specializes in guest experience within attractions, hospitality, and tourism. He is the co-host of the AttractionPros Podcast and the author of The Hospitality Mentality: Create Raving Fans Through Your Guest Experience. 

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.   

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    

  1. How can companies adopt the hospitality mentality? 
  2. How can businesses create hyper-personalized experiences for their customers? 
  3. What is a “wow moment” in customer service? 
  4. What can businesses do to surprise and delight their customers? 
  5. How can businesses operationalize “wow moments”?  

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