Hospitality Talks features Piers Schmidt

17 November 2021

Customer expectations are rising, and marketers are frantically trying to keep up in a world where connected and real-time experiences are considered the norm when interacting with brands.

This being the case, it stands to reason that knowing your customer expectations is imperative and that your brand positioning will impact customer expectations, which in turn will have a direct effect on customer satisfaction.

On 17 November, 2021, subscribers to Hospitality Talks, a series hosted by veteran hoteliers Abid Butt and Sam-Erik Ruttmann, were invited to join a conversation with Piers Schmidt, Founder of Luxury Branding, Andrea Stokes, Practice Lead at JD Power, and Liliana Petrova, Founder & CEO of The Petrova Experience. Their task: to help viewers understand how hospitality brands can better deliver to customer expectations.

The Hospitality Talks Youtube channel broadcasts conversations of global lodging and hospitality industry professionals, connecting various stakeholders for active discussions. Its mission is to foster conversations on issues facing the industry and identify ways to work together for the benefit of the industry. In the words of Eugene Bell Jr., “Aspire to Inspire before we Expire”.

Abid Butt is a global hospitality leader, a former client of Luxury Branding, and a great interviewer, who asks probing questions. His strategic acumen and drive to innovate have been instrumental in the launch of several hospitality brands. Sam-Erik Ruttmann has a strong focus on customer experience and brings a strategic and operational background with world-class international hospitality brands. He is the social media guy who loves to work with independent hotels and hoteliers to reach their potential by redefining new paradigms for their business growth.


Luxury Branding is a strategic advisor specialising in generating sustainable brand value. Its principal experience is in the ultra-competitive premium segments of the tourism, travel, hospitality and residential real estate sectors.1

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With a unique blend of ‘calculated creativity’,
Luxury Branding helps ambitious organisations to define and express how they are special, different, and better: special for their affluent customers, different and better than the competition.2

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Piers Schmidt and Ian R Douglas of Phoenix Global are the co-founders of Kingham Leigh.
This dynamic new partnership has been created to design, develop and operate innovative hospitality projects in Europe and beyond.3

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