Why Setting Guest Expectations is a Huge Challenge for Hospitality: Mike Kuenne - S10E4

This week, I was joined by Mike Kuenne, owner and principal of Kuenne Advisory LLC. We discussed the complex reality of setting expectations in the hospitality industry. One guests’ memory-building experience is another’s one-star review, and the absolute norm in one region is a completely foreign experience in another.

A misalignment in expectations can ruin an otherwise good or even great experience. And hospitality has the huge responsibility of understanding the differences between these guest profiles and, not only accommodating them differently but finding opportunities to set expectations ahead of time so they’re not caught by surprise.

Without further ado, enjoy the episode!

🟠About Mike Kuenne
Mike is the owner and Principal of Kuenne Advisory LLC and has 25 years of experience in industry and consulting across B2B and B2C channels. He brings a unique perspective by leveraging his diverse background across multiple organizational disciplines helping organizations create truly comprehensive strategies. Organizational leaders and Executive teams benefit from his broad experience in Technology, Corporate & Site Operations, Procurement / Sourcing Strategy, Administration, and Brand and Customer Experience. He enjoys sharing his passion for Customer Experience and has been featured on numerous podcasts and in various industry publications. He’s worked with many fortune 500 clients in consulting roles with PwC and North Highland, and held multiple industry leadership roles, most recently as Senior Vice President and Chief Customer Officer at Extended Stay America.

Mike earned his Bachelor’s degree in International Business & Political Science from Lehigh University and a Master’s degree in Business Administration from the University of Massachusetts – Amherst. He is an avid traveler and a passionate supporter and coach of youth sports. He resides in Charlotte, NC with his wife Wesley and their 3 children.

🟠Connect with Mike Kuenne
Follow Mike on LinkedIn: https://www.linkedin.com/in/mkuenne/

🟠Would you like to read the full interview? Get the summary on our blog at

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The Voices of CX Podcast is a podcast that covers all things business strategies, customer decision insight, empathetic leadership practices, and tips for sustainable profitability. With a little bit of geeking out on behavioral science, A.I. and other innovation sprinkled in here and there. The guests span multiple industries, but all of them have years of experience to bring to the table.

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