The document discusses how providing a goldfish for guests to have by their bedside at the Grand Hotel in New York helps create customer loyalty and positive word-of-mouth advertising. Having the small companion makes busy business travelers feel less lonely and homesick while traveling. Word spreads among professional colleagues about the unique amenity, resulting in increased guests and satisfaction for both the hotel and its fish residents.

1. A quick lesson in
customer loyalty
as featured in
B AND PSYCHOLOGY
the thought-provoking new book
by Jonathan Gabay

2. This is the staircase at
Grand Hotel, New York

3. This is a room
where
a busy
business
person
stays

4. The road can be
lonely
for the average
business person

5. Here’s a goldfish

6. Business guests love
The Grand’s opulence

7. But what really get’s
them talking is the
fish that can
have by their
bedside

8. It keeps them company

9. Making them feel not so much like a
fish out of water

10. They tell other business professionals
about the fish
and how it makes them feel at home
whilst away

11. Word of mouth influences
purchasing decisions.
Which means more guests at the hotel

12. Happy business guests

13. Happy hotel

14. Happy fish

15. Jonathan Gabay
www.brandunderstanding.com
www.jonathangabay.com
Buy Jonathan’s latest book:
Brand Psychology