Ep.165-Digital Wellness Whitepaper

An episode of Trent365

By Trent365!
A daily burst of reality in a sea of spa fluff! Join me on my mission to #fighthefluff in & around the spa biz. Insights, advice, lessons learned, mistakes made, opportunities spotted & actions to take for anyone in the world of spa and wellness. #insidethespabusiness #hotelspa #wellness #spa
Ep.256-The Permanent Pop Up
Here’s a crazy idea that might just work for hotel spas... A Permanent Pop Up that rotates a different skincare brand through each month. #popup #businessideas #businessinnovation #hotelspa #tomorrowspa
August 14, 2018
Ep.255-The Data of Incumbents
The real value of being the incumbent is not that the market knows you, but that you know the market. #marketing #incumbent #customerdata #data #brand
August 13, 2018
Ep.254-Your Story is Interesting
It may not seem like it to you, but to someone else, your story is probably an interesting one. Don’t be afraid to tell it. #personalbranding #storytelling #transparency #yourstory #marketing #branding
August 12, 2018
Ep.253-Competition or Collaboration
What’s your default strategy? To compete or to collaborate? #collaboration #competition #businessstrategy #valueproposition #growth #MandA
August 11, 2018
Ep.252 - Trent365! - Treatment Variety & Product Houses
I’ve said in the past there has been a lack of innovation in the Spa industry. One theory raised recently at our London Meet Up was that the reliance of Product Houses is part of the reason for this. #spa #skincareproducts #producthouse #innovation #futurespa
August 10, 2018
Ep.251 - Trent365! - 5G or Bust!
China is reportedly outspending the US on 5G infrastructure. 5G I expected to deliver up to 1,000 tones faster internet speeds and will enable us to scale driverless technology, IoT, etc. If you want to win the future, 5G is going to be crucial. #technology #future #infrastructure #IoT #5G
August 9, 2018
Ep.250-Hotel Spas and the Outside World
Maybe he whole purpose of hotel spas in the future is not to service the hotel guest, but to bring outside guests in. #futurism #hotelspa #tomorrowspa #spa2.0 #shiftingfocus
August 8, 2018
Ep.249-The Wrong Bus
If you’re on the wrong bus - get off. If you’re on the wrong path, turn around and go back the other way. Getting in isn’t the problem - it’s staying on when you already know it’s the wrong way. #decisionmaking #commitment #changedetection #adaptation #change
August 7, 2018
Ep.248-Brand Your Thoughtfulness
Look at all those little things you do in your business. The little touches. If you’re being thoughtful, why not put your brand on that. #branding #customerservice #details #servicefirst #thoughtfulness
August 6, 2018
Ep.247-Look at Me
We complain that technology drives a wedge between human interaction. What happens when it MAKES us connect? #futuretrends #tomorrow #technology #AR #humaninteraction
August 5, 2018
Ep.246-Worst Case Scenario
If you can imagine the absolute worst possible outcome and realise you’ll still be ok, that can be extremely liberating! #scenario #contingency #contingencyplanning #outcomemanagement #bestcase #upside #optimism
August 4, 2018
Ep.245-You (can’t) Suck!
They’ll forget your misses but they’ll remember your hits, if you have them. Do you have nothing to lose. Start! Try! #try #innovate #mistakes #failure #success #motivation #selfbelief
August 3, 2018
Ep.244-Sonos: The Original Smart Speaker
Remember this one? Haven’t heard much about it lately as Amazon Alexa & Google Home have taken centre stage. Well, Sonos lists on NASDAQ today. Will it find a place of relevance in the new world of Voice? #alexa #goglehome #voice #future #nasdaq #IPO #futurism
August 2, 2018
Ep.243-Spa: The Life Platform
The internet has become the platform on which we run our lives today. Could the Spa be the Life Platform of Tomorrow? #spa #living #platforms #wellness #futuretrends #tomorrowspa
August 1, 2018
Ep.242-Alexa for Hospitality
Alexa have just launched a division focussed on providing solutions for the hospitality sector. Reckon it won’t be long before Amazon rules that too! #alexa #hospitalityindustry #hotelmanagement #voice #futuretrends #amazon #hotels
July 31, 2018
Ep.241-Trust over Competence
If you had to make a choice between Trust and Competence when hiring, which would you choose? #trust #humanresources #hiring #management #peoplemanagement
July 30, 2018
Ep.240-Wellness Breakfast
There’s a big opportunity in the 4–Star hotel market to step into Wellness by simply offering a simple, healthy breakfast option. #wellness #breakfast #options #marketing #hotels
July 29, 2018
Ep.239-Know Thine Enemy
Even though we see our numbers declining, without an enemy to unite against, we lack the desire to take action. #competition #enemy #artofwar #business #customers
July 28, 2018
Ep.238-The Purity of Intentions
Most digital marketers say their goal is to determine your intent. If they can do that and then server ads in line with that intent...isn’t that a good thing? #digitalmarketing #advertising #intent #marketing #marketintelligence #marketingstrategy
July 27, 2018
Ep.237-Retail First : A Case Study
Sell a spa-related product with a healthy margin, include in it voucher for a free spa treatment, pay the spa full price for the service, keep enough to make your profit. Customer Wins, Spa Wins, You Win. It’s genius. It’s Retail First! #retail #spa #casestudies #vouchers #services #brand
July 26, 2018
Ep.41-Mentors Matter
Looking back on a select few folks that have been key influences on my life, I’ve realised Mentors Matter. At the time, I didn’t see these as watershed moments, or them as mentors - but they were.
July 26, 2018
Ep.40-I Spy with my little Eye
Never underestimate the power of having multiple individuals focussed on solving the same problem. I tried this little hack 25 years ago. It worked then. Still works today. Just like when we were kids
July 26, 2018
Ep.236-Even Just One
Don’t obsess about vanity metrics. If you can impact or influence or help Even Just One person...all the effort is worth it. #personalization #impact #influence #mentoring #motivation
July 25, 2018
Ep.235-In-Flight Meditation
Being stuck on a plane for a few hours is a perfect opportunity to learn something new. It’s an ideal business opportunity for companies selling meditation. #meditation #business #opportunity #innovation #wellness
July 24, 2018
Ep.234-Smash Your Brand
Take any element of your brand, smash it in to 1,000 pieces, pick up one it uniquely recognisable as your brand? If not, try harder. @martinlindstrom #howto #uniqueness #smashyourbrand #branding
July 23, 2018
Ep.233-LinkedIn QR Codes
LinkedIn now gives you your own unique QR code. Perfect for connecting instantly at conferences or events. #linkedin #conferences #qr #socialnetwork #networking #events
July 22, 2018
Ep.232-Two Sides to Every Gate
Put yourself in the shoes of your customers/clients/guests. Experience all elements of your product or service from their perspective, not just yours. #customerexperience #customerservice #guest #clientcentered #perspective
July 21, 2018
Ep.231-Tomorrow Spa Meet Up LONDON EDITION
It’s locked in! Thursday 26th July 6:30pm - 8:00pm Mandara Spa at Park Plaza Westminster Bridge Bookings Essential! DM me! #spa #tomorrowspa #futurespa #meetup #hotelspa #wellness
July 20, 2018
Ep.230-Data-Informed NOT Data-Driven
By all means use the data. Let it inform your decision. But be careful not to get sucked in to relying only on the data, to the exclusion of other available information. #bigdata #dataanalysis #decisionmaking #research #businessmetrics #keyperformanceindicators
July 19, 2018
Ep.229-Hotel Executive Spa Feature
Anyone with a interest in hotel spas should check out the July Focus of Hotel Executive. Some interesting people sharing valuable insights. Here’s a link - #spa #hotelspa #wellness #retail #brand #tomorrowspa #futurespa
July 18, 2018
Ep.228-WhyHotel Pop Ups
WhyHotel has raised a seed round of $3.9 million. The business? Pop Up hotels for 1-2 years in newly-built luxury appartments. Another Air BnB moment for the hotel industry? #business #hotelindustry #startups #disruption #businessmodels
July 17, 2018
Ep.227-Function over Form
Form, style, design and aesthetics all matter - but not as much as function. #design #functionality #form #style #features #aesthetics
July 16, 2018
Ep.226-Interruption Marketing
If Permission Marketing is the right way (and it is), then Interruption Marketing can’t be a good idea. But here it is. #marketing #permissionmarketing #interruptionmarketing #service
July 15, 2018
Ep.225-Community & Giving
A community takes care of it’s own. Give to that community and you’ll reap the rewards . #communityengagement #communitysupport #giving #value #brandbuilding
July 14, 2018
Ep.224-End to End Wellness Brand
Talk about an opportunity!! Who will be the first to create a truly End to End Wellness Brand? #wellness #branding #opportunity #innovation #market #entrepreneurship
July 13, 2018
Ep.223-De-Humanisation of Personalisation
Marriott & Alibaba have teamed up to trial facial recognition checkin in two hotels in China this month. They say it will increase personalisation. But will it also de-humanise the hotel experience? #hotelmanagement #customerexperience #technologytrends #innovation #personalization
July 12, 2018
Ep.222-Meet Up Wrap Up - Maldives
A quick wrap up of what was discussed at our Maldives Meet Up yesterday in the Future of Hotel Spas.
July 11, 2018
Ep.221-You Manipulate What You Measure
Managing what you Measure is one thing. But keep in’s easy to fall into the trap of Manipulating what you Measure too. #management #data #statistics #measurement
July 10, 2018
Ep.220-Mental illness and the ER
In the Emergency Room it’s ‘Worst Case First’. So what does that mean for someone suffering from a mental illness? #emergency #illness #mentalhealth #mentalhealthcare #mentalwellness
July 9, 2018
Ep.219-Brand Sense by Martin Lindstrom
If you’re looking for a great book on sensory branding, here it is... #branding #bookreviews #businessstrategy #sensorybranding #spa #wellness
July 8, 2018
Ep.218-How do you Sound?
If you don’t have any sounds that are unique to your brand - you should. Sound, not just music, but sound, can really have build brand recognition. #branding #sound #uniqueness #tomorrowspa #brandawareness #brandbuilding
July 7, 2018
Ep.217 - Maldives Meet Up
Tuesday 10th July 6pm-7:30pm Come join me for a chat with some like-minded people to discuss the State of the Nation of the Hotel Spa Business. I’ll be London in a couple of weeks. Then St.Petersburg & Moscow a few weeks later. Anyone interested in joining for a chat. #meetup #business #meetings #tomorrowspa #futurespa
July 6, 2018
Ep.216-Spa Co-Op
Maybe your local competitors could help you save a lot of money? Ever thought about leveraging your collective purchasing power? #savings #spa #purchasingpower #coops #localization
July 5, 2018
Ep.215-Wellness Transition Market
Let’s not become obsessed with needing to provide a total wellness solution. There is a massive opportunity in the Transition Wellness Market.
July 4, 2018
Ep.214-Gift Certificates- No Brainer
Every spa business should be doing this. Especially if you’re in a hotel spa. #business #gifts #spa #spabusiness #revenueideas #sales #promotions #upselling
July 3, 2018
Ep.213-Pricing for Benefit
Don’t get sucked into the Features Frenzy! Think about what BENEFIT you’re providing when setting your pricing policies. #menupricing #pricingstrategy #benefits #features #pricing
July 2, 2018
Ep.212-Less is the right context
I guess it makes sense that in a poster for the new Ant-Man 🐜 movie I found a great example of the importance of context for Less is More. #movieposters #movies #marketing #promotion #context
July 1, 2018
Ep.211-NEWS: Headspace Health Prescription Meditation
Top meditation app, Headspace, created a new company this month to deliver prescription meditation at scale by 2020.
June 30, 2018
Ep.210-How to find a good Spa Consultant
Having trouble finding a good Spa Consultant? Fear not. There’s a great resource over at the Global Wellness Institute’s Initiatives page.
June 29, 2018
Ep.209-World Cup Promo Opportunity
The World Cup is not just about football. It’s about promotion. And there’s no reason you can’t leverage this world event for your Spa business too. Yes, spa!
June 28, 2018
Ep.208 - Trent365! - Luxury is not a USP
Luxury is aspirational...until you get there. And so, Luxury is really only a USP to those who can’t afford it.
June 27, 2018
Ep. 207-The Stay Project by Ritz Carlton
A cool Initiative from the folks at Ritz Carlton that bring to life many of the concepts we’ve spoken about here on this show. Storytelling. Collaborations. Being a Media Company.
June 26, 2018
Ep.206-Spas & the Innovation Dilemma
Is youth the key to innovation in the spa business? If so, has it been out focus on the luxury consumer that has kept youth out?
June 25, 2018
Ep.205-Own The Upside
If you really believe in your product or service, instead of the one time fee, think about getting a piece of the ongoing upside.
June 24, 2018
Ep.204-Blame the Followers, Not the Leaders
In this modern Information Age there’s no excuse for blindly following the leaders.
June 23, 2018
Ep.203-Co-branding your Mattress
The massage bed is central to a good spa experience. So why not consider Co-branding with a mattress brand?
June 22, 2018
Ep.202-Co-branding Your Linen Experience
All spas need linen. Why not work with on me of the specialise linen brands to Co-brand your linens experience?
June 21, 2018
Ep.201-Partners not Suppliers
Spas need to stop thinking about Suppliers and start thinking about Co-Branding Partners.
June 20, 2018
Ep.200-Your CSR Story
If your CSR Initiatives are aligned with your brand...don’t be shy! Tell the world. It sort of your story.
June 19, 2018
Ep.199-Branding In-flight Sleep
Airlines are focusing on proving better sleeping experience. They’re partnering with linen companies to do so. Why not hotels? Or even Spas?
June 18, 2018
Ep.198-Creating Raw Content
If you can’t do ‘raw’ content naturally, then don’t. Creating good content is much more important.
June 17, 2018
Ep.197-It’s Your Fault
Don’t look to blame others or circumstances for where you’re at. It’s always your fault.
June 16, 2018
Ep.196-O-Bike Oh Dear!
The O-Bike Dockless Bike Sharing Program isn’t working. The bikes are getting stripped, dumped in rivers, etc. What does that say about us as a society? Sad.
June 15, 2018
Ep.195-Tourism Revenue Vs Tourist Arrivals
The main KPI for many tourism authorities will soon shift from Arrivals to Revenue.
June 14, 2018
Ep.194-Many Reasons - No Excuses
By all means, find as many reasons why as you possibly can. Just don’t use them as excuses. That’s on you!
June 13, 2018
Ep.193-Jacques Yves Cousteau Day
Legendary oceanic explorer - and one of my personal hero’s growing up - was born in June 11, 1910. Bravo for him! With the state of our oceans today, we need him more than ever.
June 12, 2018
Ep.192-NEWS: Five Elements & Evolution Wellness
Five Elements is joining Fitness First and Celebrity Fitness as part of Evoloution Wellness
June 11, 2018
Ep.191-Robot Love
Some fear once the robots get smarter than us, we’re doomed. They’ll wipe us out. But will they?
June 10, 2018
Ep.190-Hotel Innovations
Marriott’s planned refresh of the Sheraton brand has led to a few interesting innovations.
June 9, 2018
Ep.189-Hang Out Spaces not Service Centers
Spas need to be more than just service centres. We need to give people more reasons to come and more reasons to stay.
June 8, 2018
Ep.189-Professional Vs Practical
Don’t let the offical professional standards get in the way of delivering real customer service.
June 7, 2018
Ep.188-Brand Integrity Vs Brand Growth
There’s a time for being flexible to grow your brand and then there’s a time to tighten up. Where is your brand at on the growth curve?
June 6, 2018
Ep.187-NEWS : Now an Alexa Flash Briefing
Hey! Exciting news! Trent365! Is now available as an Alexa Flash Briefing! Go check it out and let me know what you think.
June 5, 2018
Ep.186-Practical Vs Polite
When it come to good customer service, I’ll always take Practical over Polite. What about you?
June 4, 2018
Ep.185-There’s No Place Like Home
This hotel is not my home. A script telling the receptionist to say ‘Welcome to your home’ isn’t going to change that. Get real!
June 3, 2018
Who even knew this was a word?!? But it is. The shrinking of sizes or quantities of products in order to reduce price increases.
June 2, 2018
Ep.183-Double Click Voice Ads
You can now but voice-only ads on Double-Click & they’re the same price as video ads!
June 1, 2018
Ep.182.5-Just Start
There’s always a million excuses and reasons not to try something new. All you need is one reason to start - Just Start!
May 31, 2018
Ep.182-In Flight Conference
Jetstar has teamed up with the Tech in Asia Conference to run an in-flight conference. Well done!
May 31, 2018
Ep.181-Spam is in the Eye of the Beholder
Just one email from your brand or business could be considered Spam - in the mind of the person receiving it.
May 30, 2018
Ep.180-Disappearing Ad Spots
TV networks are cutting back on ad spots. Why? Presumably because viewers aren’t watching any more. Big brands are turning to product placements instead. How about product placements in your business?
May 29, 2018
Ep.179-Intersections, Collisions & Roundabouts
Collisions are a necessary by-product of intersections. And intersections are essential if you’re going to build something great. What about Roundabouts?
May 28, 2018
Ep.177-Phones Down!
Front line service people in hotels, spas, restaurants, etc DO NOT need their mobile phones! Enough!
May 26, 2018
Ep.176-Collaborations & Partnerships
Find synergies with other companies, products and businesses. Collaborations and Partnerships are the smart way to create something truly innovative.
May 25, 2018
Ep.175-Create Your Land Value
We’re always told location matters and that the land is valuable. I’d argue it’s YOU who creates the value. So go make your own!
May 24, 2018
Ep.174-Death of In-Room Marketing
Tent cards, hang tags & guest compendiums are a thing of the past. But will going digital make this form of marketing any better?
May 23, 2018
Ep.173-Kindness SOPs
Your SOPs can help ensure good service. But look at them for a kindness angle and they can create genuine caring.
May 22, 2018
Ep.172-Dream Big, Live Simple
Imagine a life where money was no issue. What would you do each day/week/year if you had no constraints? In that answer lies true contentment.
May 21, 2018
Ep.171-Gift Liberally
Gift Vouchers should be honoured, even well beyond their validity date. Why? Why not?
May 20, 2018
Ep.170-Storytelling on-site
Telling your story across social media is one thing. But how can you tell your story to guests who are in your spa right now?
May 19, 2018
Ep.169-Context over Content
What we say and do is important, but the context in which we do it is sometimes even more important.
May 18, 2018
Ep.168-Netflix Hotel Pop-Ups
Hotel meeting rooms are usually empty - a lot. What if Netflix did pop up mini-cinemas in them?
May 17, 2018
Ep.167-Essence is Scalable
Scaling a truly bespoke concept is difficult - especially if it’s dependant on the location. But if you can identify the true essence of what you do and find some elements of that elsewhere, then you can start to scale it.
May 16, 2018
Ep.166-ListenNotes Search Engine
Finding the right podcast for you isn’t easy. But now there’s a great new podcast search engine - Check it Out!
May 15, 2018
Ep.165-Digital Wellness Whitepaper
The Digital Wellness Initiative of the Global Wellness Institute has just published their Whitepaper. Take a look...
May 14, 2018
Ep.164-KLOUT is closing down
KLOUT! was, at one time, the ultimate measure of your influence across the social networks. Now, it’s closing down. A ‘victim’ of the new GDPR data rules?
May 13, 2018
Ep.163-Shift in Workplace Wellness
An interesting new report out in Workplace Wellness. Renee Moorefield, Chair of the GWI Initiative on Wellness at Work identifies 10 shifts in wellness at work.
May 12, 2018
Ep.162-Franchise Due Diligence
Franchises can be a great way to get into your own business. But they are NOT a guarantee of success. Serious due diligence is essential.
May 11, 2018
Ep.161-Malaysia - a new beginning
After 61 years of same-party rule, Malaysia has voted out the incumbent and voted to re-instate a 92 year old former Prime Minister
May 10, 2018
Ep.160-Addicted to Love (or Likes)
We crave recognition. If human interaction won’t provide it for us, we’ll turn to social media and in turn our mobile devices.
May 9, 2018
Ep.159-Return on Wellness- Pt II
... this time it’s personal! The Human perspective of Return on Wellness is just as important , if not more so, than the financial perspective.
May 8, 2018
Ep.158-Return on Wellness
ROW - Return on Wellness. Simply put, how much profit do you make from your wellness-related activities, relative to the costs of providing it. Let’s start reporting on it!
May 7, 2018
Ep.157-Consolidation Kills Super Size Me
To offer value we often offer added volume at the same price. But maybe consolidation in the FMCG markets could lead to an end to that?
May 6, 2018
Ep.156-Health & Wellness Research
There’s a new research report out. It sure to have to some useful information, but follow the money. Don’t just blindly accept the results. If you want to spend $3500 for the report, here’s the link -
May 5, 2018
Ep.155-Hotels - Face of Retail
Bricks and Mortar retails is dying. But online isn’t the only alternative. What about hotels?
May 4, 2018
Ep.154-Acorns at the Lumberyard
If you’re trying to sell your new thing, don’t expect the establishment to care. They’re invested in the status quo.
May 3, 2018
Ep.153-Lonely? Rent a Family!
As loneliness becomes more and more prevalent in society, will people turn to the option of hiring people to play the role of a family?
May 2, 2018
I’ve found this great little utility to highlight and correct basic spelling, punctuation & grammar mistakes in your emails, documents, etc. And the free version alone will make a difference . Best of all, it’s not in your face. Check it out.
May 1, 2018
Ep.151-Accor Mövenpick & Culture
Accor is acquiring Mövenpick Hotels. Accor’s rapid expansion and growth across multiple segments has been impressive. But what about the Culture?
April 30, 2018
Ep.150-Leveraging Weaknesses
It’s almost impossible to get the top off that Super Glue tube when it’s time to reuse it. Weakness or Opportunity?
April 29, 2018
Ep.149-Office of Healthy Tourism
Air BnB has just launched the Office of Healthy Tourism in a bid to encourage sustainable tourism. How long till they launch the Office of Wellness Tourism?
April 28, 2018
Ep.148-The Death of Coca-Cola
What’s the average age of a Coca-Cola consumer? It’s much older than you probably think. And that’s not a good sign.
April 27, 2018
Ep.147-To Retain or To Restore
What is it with Modern Man’s (Woman’s) obsession to restore things to their former glory?
April 26, 2018
Ep.146-Amazon In-Car Delivery
Amazon has teamed up with Volvo to allow you to have packages left in your car.
April 25, 2018
Ep.145-Drinkfinity and Beyond!
Pepsi has just launched a new customisable, refillable drink concept - Drinkfinity.
April 24, 2018
Ep.144-IBM will get you fired!
Nobody got fired for buying IBM was a cliche back in the day. The same cliche could be applied to hotel spas today.
April 23, 2018
Ep.143-Brain Optimization
Would you be willing to try ‘Accupuncture for your Brain’ to improve you brain’s efficiency?
April 22, 2018
Ep.142-Retail First
Bricks and Mortar retail is struggling. Maybe spas and hotels can offer an alternative for retailers?
April 21, 2018
Ep.141-Dead Brand Walking
John Deere is a strong brand - today. But as techonologies advance, will that still be true in the future? Or are they going to need to innovate themselves into obsolescence?
April 20, 2018
Ep.140-Transparency of Rubbish
Will transparent rubbish bins increase awareness of the need to recycle? One council in Western Australia is going to find out.
April 19, 2018
Ep.139 - WELL Building Standard
The IWBI has enrolled more than 780 projects across 32 countries representing over 147 million square feet of real estate. Wow!
April 18, 2018
Ep.137-Car Park Spaces
Why haven’t car park spaces been designed to let you fully open your car door? Maybe today it’s because of limited space, but that hasn’t always been a consideration.
April 16, 2018
Ep.136-Mega City Future
Mega Cities may we’ll be a reality for the not too distant future. What will that mean for your customers?
April 15, 2018
Ep.135-Optimism Vs Pessimism
It’s all about attitude. See every difficulty as an opportunity OR see the difficulty in every opportunity. The choice is yours. What Would Winston Do?
April 14, 2018
Ep. 134-Wellness Real Estate
Back in 2015, the Global Wellness Economy Monitor valued the Wellness Real Estate segment at $199 Billion. I’m starting to see this play out.
April 13, 2018
Ep.133-Move Slow & Absorb Things
Move Fast & Break Things doesn’t work in a service business. Instead, try this...
April 12, 2018
Ep.132-Nurses and Spa Therapists
Could nurses be the ideal recruits for the spa industry?
April 11, 2018
Ep.131-Ask a Little, Listen a Lot
You don’t know what you don’t know. Go with a shorter list of questions and then listen, observe and absorb.
April 10, 2018
Ep.130-Open Plan Kills Productivity
Open Plan offices are said to improve communication & collaboration. Maybe so. But I reckon they can hurt productivity.
April 9, 2018
Ep.129-Compared to What?
For my assessment of your services and facilities to be of any use, you need to first understand my point of reference.
April 8, 2018
Ep.128-Fresh Eyes
Fresh Eyes just see things differently. Here’s a couple of little tips for you to keep your team’s eyes fresh...
April 7, 2018
Ep.127-Authentic Wins!
Services and Facilities are important but if you can’t deliver them authentically, it won’t amount to much.
April 6, 2018
Ep.126-Proximity of Strangers
I don’t want to sit at a restaurant table right next to total strangers. Stop pretending this is for efficiency reasons. #customerfirst
April 5, 2018
Ep.125-The Palau Pledge
Every guest arriving into this unique island paradise must sign a pledge at immigration to be a responsible tourist. Brilliant!
April 4, 2018
Ep.124-Airline Food or a Pill?
Nobody likes airline food. So let’s stop it. Why can’t we have a pill or a supplement to sustain our hunger for the flight? Astronauts survive ok, don’t they?
April 3, 2018
Ep.123-Changing Behaviour
If you want consumers to change their behaviour, you need to give them an immediate benefit.
April 2, 2018
Ep.122-Sleep, Rest, Reboot, or...?
All of these terms have positive connotations and I think could be the foundation of some really strong wellness brands. Who’s going to build them?
April 1, 2018
Ep.121-IBM’s Watson Assistant
If you want a white label voice solution for your business - check out IBM’s Watson Assistant
March 31, 2018
Ep.120-Silly Sports
Why isn’t there a Harlem Globetrotters for every sport?
March 30, 2018
Ep.119-Being Early & Being Wrong
If you’re new product or service is too far ahead of the market, it won’t resonate. Effectively, you’re wrong.
March 29, 2018
Ep.118-Perspective Matters
An upside down 9 can look like a 6. It all depends on where you’re standing. The same is true for all aspects of your business. So take time to understand the perspective of your customers or clients. Because it matters!
March 28, 2018
Ep.117-Everybody’s Watching
You can dance like nobody’s watching, but you better be sure to act like everybody’s watching. Coz they are.
March 27, 2018
Ep.116-The Validation Effect
In lieu of any other informs to the contrary, a trophy, an award, or a stamp offers validation of quality.
March 26, 2018
Ep.115-Culture Can’t be Taught
Culture must be lived. You really can’t expect to teach someone your culture. They must experience it. They must live it.
March 25, 2018
Ep.114-Content is your CV
You blog, YouTube channel, Facebook Page, Instagram account, your self-published book. A bank of YOUR content with YOUR voice is better than CV you create.
March 24, 2018
Ep.113-Facebook Killers?
The last Facebook privacy scandal could be the beginning of the end according to some. Here’s a fee possible replacements ...
March 23, 2018
Ep.112-Secret to Success
Some say it’s about working smarter, not harder. Why not do both?
March 22, 2018
Ep.111-Domain Names Will Die
In a world where voice search is dominant, what will be the value in a strong domain name? My guess...not much.
March 21, 2018
Ep.110-Maybe This Time
Just because you tried it before and it didn’t work doesn’t mean that it won’t work this time.
March 20, 2018
Ep.109-No Secrets. No Lies.
Too many companies and businesses worry about protecting their IP when there really isn’t too much Intellectual about it. Transparency is almost always a better option.
March 19, 2018
Ep.108-Poison Vs Medicine
Poison is just medicine - but in a higher dose. The same principle could apply to many other things in life too.
March 18, 2018
Ep.107-Toys’r’Us Homeless Opportunity
Offices and Retail spaces around the world are empty BUT still people are sleeping on the streets. Surely there’s a way we can tap in to that under-utilised capacity.
March 17, 2018
Ep.106-Cheeseburgers and Spas
What’s the connection between the cheeseburger on your room service menu and your Spa?
March 15, 2018
Ep.105-Starbucks Values
The company is famous for providing medical insurance to all employees. But when they entered China the company realised this policy wasn’t quite right.
March 15, 2018
Ep.104-AirBnB Spas
AirBnB has NOT launched a Spa Division. But don’t you think they could/should?
March 14, 2018
Ep.103-My House My Rules
If you don’t control the platform, you must follow someone else’s rules. What can you do to insulate yourself from rule changes?
March 12, 2018
Ep.102-Sensor Opportunity
Sensors are being embedded into our daily lives, especially in products that help track health & wellness markets. Spas are the perfect place to guide consumers through the myriad of options available.
March 12, 2018
Ep.101-Feel My Pain
If you can understand the pain points of your customers and help them at least manage that pain, if not alleviate it, you’re on a winner!
March 11, 2018
Ep.100-Celebrating Milestones
*SPECIAL GIVE AWAY* To celebrate the 100th episode of the show, I’m giving away 1 HOUR of my time. Just send an email to with the word WINNER in the subject line. If you’re one of the first THREE emails I receive...YOU WIN!
March 10, 2018
Ep.99-Create & Claim
What’s the ‘Offical XYZ’ of your Industry? If it doesn’t exist, go and create it. Then claim it.
March 8, 2018
Ep.98-Almost Opportunities
Be careful not to be too distracted by Almost Opportunities. By all means, fully explore them, but don’t allow yourself to lose focus on the bigger picture or the business of the day.
March 8, 2018
Ep.97-Unexpected Impact
The unexpected always makes an impact. Think about what you can do in your business that would not be expected. If you can, you’re sure to make an impact.
March 7, 2018
The person / product / service / business that tells the best story wins! Today, more than ever, story telling cam truly be the variable of your success.
March 6, 2018
Ep.95-Impatience is a Virtue
If it enables you to break through the barrier of fear that so often holds us back, then impatience can indeed be a virtue.
March 5, 2018
Ep.94-Video Apps for Voice
Short videos help a lot when sharing your audio shows across the social networks. 3 simple tools I use - Anchor, Lumen5 & Sparemin
March 4, 2018
Ep.93- Voice:Amazon or Google?
Which voice platform is right for you? Amazon, Google, Apple or Microsoft? A lot will depend on what other devices you have in your life and what your use case is.
March 3, 2018
Ep.92-Ecosystem of Voice
Alexa Skills and Briefings, Google Actions and Apps - what’s it all about?
March 2, 2018
Ep.91-Ads on Voice
Voice is the new frontier. Advertisers are clambering. But for now at least, they don’t have many options. That’s great for your Customers.
March 1, 2018
Ep.90-Voice and FAQ
As Voice becomes the preferred option for search, your Customers will be asking questions to find you. Your FAQ section now becomes critical.
February 28, 2018
Ep.89-SEO for Voice
SEO helps you get found on the web. The same principles apply to being found on Voice. But the tactics vary. The trick - just think about how people speak. Phrases, not just key words.
February 27, 2018
Ep.88-Why Voice Matters
Today I want to share some of the statistics and data that support my suggestions that Voice is coming - and quickly.
February 26, 2018
Ep. 87-Social Media Rules
Theres are only 25 countries in the world where Facebook does NOT own the number 1 messenging app. And organic reach is declining. But social media still rules!
February 25, 2018
Ep.86-Accountability is Human
Accountability is not to a number or a metric, it is to the person on the other side of that metric. It’s always personal.
February 24, 2018
Ep.85-World Wellness Weekend
23 - 24 September is the date. The idea is to create an annual global event that promotes wellness. It’s like a global Open House for wellness. Check out the website for more information -
February 23, 2018
Ep.84-The Chinese Wave
Less than 10% of the Chinese population has a passport. So if you think the current flood of Chinese tourists has been hard to handle - look out!
February 22, 2018
Ep.83-Baked in not Locked Down
Spas are pretty much embedded into the fabric of hotels these days. But the concept isn’t set in stone. That presents a massive up side for those willing to innovate.
February 21, 2018
Ep.82-Pop Up Hospital Hotel
I was in a hospital recently that shut down a whole ward because there weren’t enough patients to justify keeping it open. They just moved the patients to another ward. Maybe that empty ward could be used for a Pop Up Hotel?
February 20, 2018
Ep.81 - Air Quality Dilemma
According to the WHO, 92% of the world’s population live in air that is below their acceptable standards. Wow! How’s your air?
February 18, 2018
Ep.80-Pop Up Uni-Hotel
When University’s are on a break, the dorms are empty. A company in Sydney has seen that as an opportunity to create a Pop Up Hotel. Brilliant.
February 18, 2018
Ep.79-Self Driving Bicycle
Google has developed a Self Driving Bicycle. It’s very cool. The business lesson here? Technology has the potential to disrupt everything!
February 16, 2018
Ep.78-The 80/20 Inefficiency
We’re all familiar with the idea of The 80/20 Principle. 80% of the revenue comes from 20% of your treatments/products/services. But isn’t that incredibly inefficient.
February 16, 2018
Ep.77-Opposite Works
Instead of doing the same as everyone else, trying doing the opposite. Maybe the market is smaller, but a bigger slice of a smaller pie is sometimes better.
February 14, 2018
Ep.76-Quality vs Time
Time always seems to be the focus these days. We all talk about saving time for our customers. And it’s important - unless you’re offering something special. Unique, Bespoke, Custom Made, Quality are always another option.
February 13, 2018
Ep.75-Beware the Exposure
Many businesses obsess about how they can get more exposure for their business. But if the product or service isn’t the best it can be, Advertising and PR will only serve to accelerate your demise.
February 12, 2018
Ep.74-Does Motivation Matter?
If you’re doing the right thing for the wrong reason, does it matter? Regardless of your motivation for doing the right thing, no matter how selfish or self-serving, in the end, the outcome is what counts.
February 11, 2018
Ep.73-Travel Tip #1
Lots of countries now require biometric scanning before entry. For most, that includes fingerprints. But those fingerprint scanners don’t always work well. Here’s a little hack to get it right every time...
February 10, 2018
Ep.72-Loser to Leader
Massage Envy copped a lot of flack from all of us (including me) when the sex scandal broke late last year. They were shown to have a lack of Policies and Processes, especially around Safety and Security. But they’ve taken action...
February 9, 2018
Ep.71-Medical Re-Bookings
Spa Managers talk a lot about the need for re-bookings. Doctors and Hospitals have got that process all sorted. What can we learn from them?
February 9, 2018
Ep.70-Know Your Niche
It’s easier today than ever before to start your own business. But it’s also harder than ever to stand out from the crowd. So it’s more important than ever to Know Your Niche.
February 8, 2018
Ep.69-Water into Wine
Research by Dr. Marc Cohen & Dr. Vincenzo Romano Spica into the mfDNA (micro floral DNA) of water sources could create a massive new marketing opportunity. Not just for thermal waters but maybe all water.
February 6, 2018
Ep.68-Smarter Vs Harder
Work hard, until you know enough to work smart - then do both! It’s not a case of either / or. People who say they’re all about working harder are just too lazy to work harder anymore.
February 5, 2018
Ep.67-Influence is Real
Influencers hasn’t really changed - just their platforms. Hollywood, magazines and newspapers have been replaced by YouTube, Instagram & Snapchat.
February 4, 2018
Ep.66-Talk to Customers
A recent research report of 40,000 gym members showed that if you reach out and talk to your Customers, they’ll be better advocates for your business. No shit!
February 4, 2018
Ep.65-The Snap Store
Snapchat has officially launched a Store on its platform. Currently it’s just a place to buy Snapchat merchandise, but I think we can expected to see much more happening here in the near future.
February 3, 2018
Ep.64-Anti-Placebo Effect
The Placebo Effect is a well known theory that, in essence, suggests the mind can heal the body. So it follows that the mind could also make the body sick too.
February 2, 2018
Ep.63-Language Equals Attitude
Your attitude impacts the language you use. It’s as true for people as it is for companies, businesses and brands. What does your language say about your attitude?
February 1, 2018
Ep.62-Wake Up Call
Last night in the Le Meridien hotel in Jakarta, the room service deliver guy asked me if I wanted to book a wake up call. Brilliant! What a great service touch.
January 31, 2018
Ep.61-What if it wasn’t?
The way true innovation happens is by someone looking at the way things are done today and asking ‘What if it wasn’t?’ What if that wasn’t the way we did things? What if that isn’t where we put things? What if we didn’t sell those products? What would we do differently if that wasn’t the way?
January 30, 2018
Ep.60-Movement or Industry
Is Wellness a Movement or an Industry? A quick look at a number of attributes of each suggests Wellness is indeed a Movement. Let’s take a look...
January 29, 2018
Ep.59-Workplace Wellness
Do Workplace Wellness programs work? A new study out of the University of Illinois in the US would suggest...maybe not.
January 28, 2018
Ep.58-Portable Photo Studio
I just found a great little product to allow you to get great quality photos of your products. It’s called a Portable Photo Studio Lightbox. Simply unfold the sides, place your product inside, point and click.
January 27, 2018
Ep.57-Instagram Store
Recent changes to the ad products at Facebook & YouTube seem to be intent on making it harder for buyers and sellers to transact. This is where Instagram’s new Store feature has the chance to make its mark...IF it existed!
January 26, 2018
Ep.56-Tomorrow Spa
What is the future for hotel spas? Will they look like they do today? Or will they be significantly different? Well, there’s a new eBook, just released, that explores these questions and more. The Tomorrow Spa.
January 25, 2018
Ep.55-DNA Opportunity
DNA analysis, once I limited supply, is quickly becoming accessible to the masses. With it comes a big opportunity for spas to be at the front end and back end of the value chain. Very Exciting!
January 24, 2018
Ep.54-Video Overload
The big Social Networks have been pushing video content hard in recent years. But it seems to be working against them. Attention and Engagement is the key to any content marketing strategy.
January 23, 2018
Ep.54-Video Overload
The big Social Networks have been pushing video content hard in recent years. But it seems to be working against them. Attention and Engagement is the key to any content marketing strategy.
January 23, 2018
Ep.53-Thrive Yourself!
Ariana Huffington’s new company - Thrive Global - has launched the Thrive App. The idea is to help YOU take back control of YOUR usage if YOUR smartphone. But guess what? You’ve always had control.
January 22, 2018
Ep.52-Windows not Mirrors
Forget about taking a long, hard look in the mirror. More important is to look out the window. Self Reflection is great, but will only result in incremental change. True innovation is out the window.
January 21, 2018
Ep.51-Producer of Outcomes
Think of your business not as a producer of products or a provider of services, but as a Producer of Outcomes. Ultimately, that’s what your customers are really buying.
January 20, 2018
Ep.51-Producer of Outcomes
Think of your business not as a producer of products or a provider of services, but a Producer if Outcomes. That’s what your customers really care about!
January 20, 2018
Ep.50-NEWS: One Spa World
Steiner Leisure have announced the formation of ONE SPA WORLD. A new company that combines our Spas On Sea, On Land & Online. 220+ Spas, 3,000 employees, 4 million Spa & Beauty services annually.
January 19, 2018
Ep.49-Content is King
L’Oreal has just launched their own in-house digital content studio. We should all take note. To stay relevant in today’s world you need to be pumping out digital content regularly. And you CAN!
January 17, 2018
Ep.48-Give Graciously
If you’re going to give - Give Graciously! It’s a pretty simple principle, but at the same time a really powerful one. To give with Terms & Conditions can have the opposite impact to what was intended
January 16, 2018
Ep.47-LinkedIn Profiles
LinkedIn is supposed to be the Professional Social Network. So your profile should reflect that. Use your content and contributions to stand out - not emojis, symbols, catch phrases, initials, etc.
January 16, 2018
Ep.46-Facebook Feed Changes
Facebook is making changes to the way your Feed works. You will now see more content from your friends, rather than for businesses and news sites. Just like a Social Network! ;-)
January 14, 2018
Ep.45-The Reality of News
In days gone by, we all got our news from the same few sources (TV, Radio, Papers). We were all fed the same basic perspective. Today, the algorithms show us what we want to see. What’s next for news?
January 14, 2018
Ep.44-What industry are we in?
@timblake suggested on Twitter that Healthcare is really in the Information Industry. Following that thinking , what industry is Spa & We’ll was in? Maybe the Education industry? The Leisure industry?
January 13, 2018
Ep.43-Departure Experience
First impressions count - Last impressions multiply! Spas do a good job with the arrival experience but not so at departure. And it’s here we have the greatest potential to impact the business.
January 12, 2018
Ep.42-Hard Rock Spas
Creating unique Hotel Spa concepts is hard. It helps if your hotel Brand is truly unique to begin with. Just like Hard Rock Hotels. Imagine the experiences you could create blending Rock and Spa?
January 10, 2018
Ep.39-Facial Sheet Masks
Facial Sheet Masks offer a convenience that today’s busy consumer will appreciate. Big Beauty Brands should embrace them as a gateway product. And they could be the Holy Grail for male facial care.
January 8, 2018
Ep.38-Golf Courses & Wellness
Golf Courses have a bad reputation when it comes to the environment. Golf & Spa have worked well together over the years. Can Golf & Wellness co-exist in the Wellness Resorts of Tomorrow?
January 7, 2018
Ep.37-Product Registration
In most countries, skincare products need to be registered. This requires a local entity. What if your product house doesn’t have a local company established or a local distributor appointed?
January 6, 2018
Ep.36-Respect People’s Time
Even if they don’t respect yours, you should always be respectful of the time and attention others have give you. It’s just smart business. I know you’re busy, but find the time.
January 5, 2018
Ep.35-Brand Pull
To what extent can a brand pull in customers, purely on the strength of the brand alone? When it comes to Spa brands, in most cases, not too much. So can we still offer brand value to the hotels? Yes.
January 4, 2018
Ep.34-Facebook Live your Spa
Content Marketing matters. Today there is no excuse for not creating your own content. It’s easy to do with tools like Facebook Live. No fancy scripts or storyboards. Just record what you do. LIVE.
January 3, 2018
Ep.33-Podcast to your Customer
A regular short-form podcast, just like Trent365!, is a great way to bring value and build a closer relationship with your customer base. With Anchor it’s as easy as talking on the phone. Just try.
January 2, 2018
Ep.32-Weighted Sleep Blankets
Research suggests that laying under a weighted blanket that is 10% of your body weight, will help you sleep. It’s said to simulate being hugged and has been used in occupational therapy for years.
January 1, 2018
Ep.31-Ode to Tomorrow Spa
My New Year’s Resolution is to try to convince just a few key decision makers that the Spa of Tomorrow has only some of the Spa of Today. We need to try new elements, new combinations. Let’s try!
December 31, 2017
Ep.30-Top Wellness Hotel Brand
A new report released by research firm Technavio names the hotel brands leading the wellness tourism race. Some of the names might surprise you. Wellness is no longer just the domain of the Spa.
December 30, 2017
Ep.29-Spas and Jazz Bars
What can Spas learn from Jazz Bars? If Jazz Bars can create a space where talent comes to give and customers come to receive, why can’t Spas do the same? It’d be like a Therapist Jam Session.
December 29, 2017
Ep.28-How Voice Enhances
I’m bullish on Voice as a future interface, mainly as it will save us time. But it can also enhance our experiences. Imagine reading a book aloud and your Home speaker providing a backing track.
December 28, 2017
Ep.27-Privacy vs Safety
Is this the end of the hotel Do Not Disturb sign? Disney hotels believes so. Why? Safety & Security. Now every guest room will be entered at least once per day. Do you want Privacy or Safety?
December 27, 2017
Ep.26-People are the Same
Every nationality is different, but so too is every person. At their core, people are the same. Treat them with a basic level of respect and decency and you will always find a way to work together.
December 26, 2017
Ep.25-The Customer has Contr
Never forget that the customer always wants to feel they have the upper hand in any negotiation. It’s even more true when the biz fails to deliver on a promise. Be honest. Listen. Then play your hand.
December 25, 2017
Ep.24-Through Their Eyes
If you have a consumer facing element to your business you MUST do this! Walk the Floor. See things through the eyes of a customer, not as someone who works there. Details matter - a lot. See them.
December 24, 2017
Ep.23-Voice is Coming
Alexa, Siri, Google Home. Whatever the device. Whatever the platform. Voice is Coming - and fast. Voice saves us time. Voice is also closest to the consumer. Time and Proximity = WIN! Start now.
December 23, 2017
Ep.22-Glass Half Empty
Is the glass Half Full or Half Empty? Your answer supposedly tells if you’re a positive person or negative. To me, it is always Half Empty - & that’s positive. In the Empty Lies the Opportunity.
December 22, 2017
Ep.21-Language Matters
Language is intended to be personal. Though people may not always immediately react to it, language matters. Not just the volume or tone, but the words. I is always better than WE.
December 21, 2017
Ep.20-Face of Wellness
Spas have an opportunity to become the public face of all things Wellness. Not just for treatments. Workplace Wellness, Wellness Tourism even Wellnesss Real Estate. Spas could be the conduit for all.
December 19, 2017
Ep.19-Online Spa Retail
While most spas are still struggling with in-Spa retail, the smart ones are finding ways to sell online. Perfect for private label but doesn’t have to stop there. It can be drive new customers too.
December 18, 2017
Ep.18-The Funny Yoga Guy
I discovered Yogi Idan Kirshner on Facebook. He’s on YouTube too. Check him out. Good lessons to learn on creating engaging content for social media. He makes yoga practical and non-intimidating. Fun.
December 17, 2017
Ep.17-The Robot Spa
The Future of Work. Robots couldn’t really ever replace Spa Therapists - or could they? What are we selling? What are our clients buying? Sensors, Wearables, etc. Technology is coming. We can’t hide.
December 17, 2017
Ep.16-Absence of Thoughts cont
Facebook scientists say absorbing content passively makes you feel worse. I say it also inhibits your ability to think for yourself. To absorb other’s content is to absorb their thoughts.
December 16, 2017
Ep.15-Failure to Scale
Why haven’t Wellness Resort brands been able to scale? Is it because the Founders are critical & people don’t scale? Is it because location is critical? Because unit economics don’t work? What else?
December 15, 2017
Ep.14-Service Recovery
Service Recovery is awesome! It gives you the chance to turn a negative into a massive positive. The key is to Give Graciously. If you can’t do that, then better to not give at all.
December 14, 2017
Ep.13-Hotels Win Gig Economy
Why isn’t Marriott the #1 Food Delivery service in the world? Hilton the #1 Maid Service? Accor the #1 Massage in Demand service? They have the footprint, expertise & capital. So they could!?!
December 13, 2017
Ep.12 - AR & VR in Spas
Augmented Reality & Virtual Reality are all the rage. But what are the practical applications for Spas? Is it too early? Are Spas ready for it? What are the Spa Equipment makers doing in this space?
December 12, 2017
Ep.11 - Features v Benefits
Are you selling Features or Benefits? Does it matter ? (Hint: YES!) I share an interesting ‘Case Study’ from the world of luggage that might help explain.
December 11, 2017
Ep.10-The Brand of Spa
Spa, as a concept, already has brand awareness. People expect a Spa in a 4 Star / 5 Star Hotel. It’s baked into the system. What’s missing right now is Product-Market fit. That means opportunity!
December 10, 2017
Ep-9 Democratising Spa Confs
Spa Conferences are all about information & networking. Both these things can be done very efficiently & effectively online. It’s time to disrupt the Spa Conference model. We can do better.
December 9, 2017
Ep.8-Empowerment is Delegation
Empowerment is just a fancy word for delegation. The key to effective delegation is checks and balances and processes. With this empowerment is just absolving management of responsibility.
December 8, 2017
Ep.7-True Partnerships
The partnership between skincare brands and spas usually stops at the retail shelves. In a crowded marketplace there is an opportunity for a much deeper relationship.
December 7, 2017
Ep.6-Lessons from Food Trucks
Imbalance between Supply & Demand is the biggest issue for most spas. What Business has the Supply & Demand equation right? Food Trucks! So what business lessons can Spas learn from Food Trucks?
December 6, 2017
Spas as Lifestyle Brands
Spa - Lifestyle Brands of the Future | Ep. #5 | Inside the Spa Business Podcast
June 30, 2017
Evolution-Destination Spas
Evolution of Destination Spas | Ep. #3 | Inside the Spa Business Podcast
June 30, 2017
Evolution-Hotel Spas
Evolution of Hotel Spas | Ep. #4 | Inside the Spa Business Podcast
June 30, 2017
Evolution-Day Spas
Evolution of Day Spas | Ep. #2 | Inside the Spa Business Podcast • Evolution of Hotel Spas | Ep. #4 | Inside the Spa Business Podcast
June 30, 2017
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