Keywords
hospitality, customer service, Bruce Craul, hospitality advantage, generational changes, technology in hospitality, personal connection, self-audit, business improvement, predictive index
Summary
In this engaging conversation, Bruce Craul shares his extensive journey in the hospitality industry, emphasizing the importance of genuine hospitality in all business sectors. He discusses the generational shifts in workforce behavior, the impact of technology on personal connections, and the necessity of self-auditing for businesses to improve their hospitality practices. Bruce also highlights the significance of interpersonal skills and the need for businesses to adapt to changing customer expectations while maintaining a personal touch.
Takeaways
Sound bites
"You have to talk. You've got to talk. That's part of hospitality."
"It's a heart to heart connection, hospitality is."
"The connection thing is that important."
Chapters
00:00 Introduction to Bruce Craul
03:14 Bruce's Journey in Hospitality
08:49 The Essence of Hospitality
14:39 Generational Changes in Hospitality
19:51 The Impact of Technology on Hospitality
24:40 The Importance of Personal Connection
29:19 Self-Audit for Hospitality Improvement
36:18 Conclusion and Resources
Links:
In this engaging conversation, Whitney Lee interviews Amelie Brouhardt, the VP of Marketing for North America and US Sales at Club Med. Amelie shares her journey with the brand, its evolution over the years, and how Club Med has adapted to changing travel trends. The discussion covers the unique offerings of Club Med, the importance of integrated marketing, and the brand's commitment to sustainability. Amelie also highlights the challenges of staying relevant in a competitive market and the significance of data-driven decision-making in marketing strategies.
Takeaways
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In this conversation, Barnabas Correga, founder and CEO of The Great Experience, shares his journey from a tennis background to creating unique, once-in-a-lifetime experiences for clients. He discusses the evolution of his business, the importance of building relationships, and the shift in consumer preferences towards experiential travel. Barnabas highlights the significance of storytelling in marketing, the role of charity in their operations, and the lessons learned throughout his entrepreneurial journey.
Takeaways
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In this episode, Whitney Lee discusses the essential considerations for individuals thinking about buying a franchise. She emphasizes the importance of understanding franchise costs, operational support, marketing strategies, and the significance of a strong grand opening. Whitney shares insights from her experience, highlighting common pitfalls and offering advice on how to navigate the franchise landscape effectively.
Takeaways
Sound Bites
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Is your brand franchise-ready? Or maybe you're a franchisee wondering what it really takes to thrive. In this episode, Whitney Lee pulls back the curtain on the world of franchising—what works, what doesn’t, and what most people overlook.
From setting expectations to building marketing systems that actually scale, Whitney dives into the mindset shifts and operational must-haves for franchise success. Whether you’re dreaming of expanding your concept or you're managing multiple locations already, this conversation is packed with real talk and actionable insights.
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💡Is PR really just about getting media coverage? Think again.
Today, Whitney Lee sits down with Adriana Sol, founder of Wander PR, to break down the biggest misconceptions about public relations and what it really takes to build a successful agency.
Adriana shares her journey into PR, the impact of COVID-19 on her business, and how she’s navigated the challenges of leadership in a constantly evolving industry. She and Whitney explore why PR isn’t a one-size-fits-all strategy, the importance of measuring success beyond financial metrics, and how self-reflection plays a key role in effective leadership.
They also dive into:
• The dynamics of client relationships and how to add real value
• The unique challenges of PR as a non-systematic field
• How remote work culture has shaped agency growth and leadership
• The evolving role of PR professionals in today’s media landscape
If you’re a PR professional, business owner, or someone navigating leadership, this episode is packed with insights on strategy, creativity, and building authentic connections.
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Ever wonder why those picture-perfect ads don’t hit like they used to? Whitney Lee shares why authenticity is everything in 2025 — and how businesses are rethinking marketing, PR, and even their teams. From shorter planning cycles to the growing popularity of fractional CMOs, this episode is all about adapting to what really works now.
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You’ve probably heard the term “fractional CMO” floating around—but what does it actually mean? In this episode, Whitney breaks down the growing trend of fractional roles in business, with a deep dive into the role of a fractional Chief Marketing Officer (CMO).
She’s covering it all: what a fractional CMO does, how they can level up your marketing, and why more businesses are ditching the traditional full-time hire for a more flexible, high-impact approach. Whitney also busts some common myths, shares when it’s the right time to bring one on board, and gives pro tips on finding the right fit.
What You’ll Learn:⚡ What a fractional CMO actually does (and why it’s a game-changer)💰 How hiring one can save money and boost results🤯 The biggest misconceptions about fractional roles🚀 When your business is ready for a fractional CMO🔍 How to spot the right candidate for the job
If your marketing needs strategic leadership—but not a full-time salary—this episode is a must-listen. Hit play and get the inside scoop on this fast-growing trend!
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Should you hire in-house or bring in an agency?
In this episode, Whitney breaks down one of the biggest questions business owners face when it comes to marketing. She walks through the pros and cons of both approaches—and how to know what’s right for your business.
From the role agencies can play in strategy, to why communication (not just contracts) makes or breaks a partnership, Whitney keeps it real about what works, what doesn’t, and how to make smart decisions in a post-2020 world.
You’ll hear about:
• The key differences between in-house and agency support
• How to assess what kind of marketing help you actually need
• What to expect from a good agency partner
• Why outsourcing can be a game-changer for growing businesses
• The mindset shift every business owner needs to make
If you’ve ever wondered how to structure your marketing team for real results—this one’s for you.
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You’ve refreshed the website. You’ve posted to Instagram. You’ve sent the press release. And still… crickets. 😬
If your marketing or PR efforts just aren’t hitting like they used to, this episode is for you. Whitney Lee gets real about what to do when your strategy feels stale and why even the most experienced pros hit that wall sometimes.
Drawing from her own pivot from in-house hospitality marketing to running a thriving agency, Whitney shares practical ways to breathe life back into your brand. From hiring a consultant or fractional CMO to simply inviting a fresh set of eyes to the table, this convo is packed with ideas to help you shake things up and get results.
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Is your business truly ready for PR? In this episode, Whitney Lee breaks down the key factors that determine whether your PR efforts will thrive—or fall flat. She explores the importance of defining your brand identity, setting realistic expectations, and ensuring your business is prepared to make the most of media opportunities.
Whitney also uncovers common reasons companies waste money on PR, from lacking newsworthy content to overlooking the customer journey. Plus, she shares why PR is a long-term game and why success requires openness to new ideas and strategic shifts.
What You’ll Learn in This Episode:
✅ The biggest mistakes businesses make when investing in PR
✅ Why a strong brand identity is crucial before launching PR efforts
✅ How to tell if your company has newsworthy content
✅ The role of operational readiness in PR success
✅ Why PR isn’t just about media hits—it’s about long-term impact
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Resources & Links:
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