SlideShare a Scribd company logo
A quick lesson in understanding
customer behaviour
This is the staircase at
Grand Hotel, New York
This is a room
where
a busy
business
person
stays
The road can be
lonely
for the average
business person
Here’s a goldfish
Business guests love
The Grand’s opulence
But what really get’s
them talking is the
fish that can
have by their
bedside
It keeps them company
Making them feel not so much like a
fish out of water
They tell other business professionals
about the fish
and how it makes them feel at home
whilst away
Word of mouth influences
purchasing decisions.
Which means more guests at the hotel
Happy business guests
Happy hotel
Happy fish
Jonathan Gabay
www.jonathangabay.com

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Gabay hotelconsumer loyalty