Karen McSteen

Have you ever driven in dense fog? It’s stressful, it’s confusing and you can lose your way. Similarly, organizations operating without a strategic framework – a vision and a path to get to that ...

Ever meet someone and forget their name two minutes after they’ve introduced themself? This happens all the time.

Have you ever walked through a noisy city and a beating drum or lively music captures your attention? You stop for a moment to enjoy a street performance and you end up sharing this story with others.

Each year, hotel owners invest capital expenditure funds to maintain and improve their properties — but are those dollars also elevating brand experiences?

As you walk into an Apple store, you are greeted by a friendly team member ready to log you into the queue with their iPad. When checking out at Trader Joe’s, a bell rings signaling when there’s a ...

Does an author write a book without a plot? Would a sports team win a championship without all the players aligned? Would a pilot fly a plane without knowing the destination?

COVID-19 has been the story for the past year. The pandemic has gravely affected the hospitality industry. Hotels did their best to weather the storm, quickly putting into place disinfecting ...

We all know these are really tough times for the hospitality business.

When people hear the word “brand,” they often think of a logo, a tagline or an advertising campaign. While a great logo or campaign can be eye-catching or intriguing—maybe even enough to convert a ...

Trader Joe’s isn’t a grocery store—it is a place to set sail on an adventure.

The proliferation of hotel brands and the boom in hotel development have made a clearly defined market position more important than ever. Your positioning defines the value your brand delivers ...