In this episode, Julia Zuber from Lime Home reveals how a seemingly minor guest complaint about sleep quality led to one of their most impactful customer experience improvements. What started as scattered feedback about uncomfortable nights turned into a company-wide pillow revolution that transformed guest satisfaction scores.

Julia shares the detective work that uncovered the real culprit behind poor sleep experiences across 5,000 properties in Europe. It wasn’t the beds, the rooms, or the booking process – it was something so basic that it almost slipped through the cracks entirely. By diving deep into guest feedback patterns and enriching data with room-level insights, her team discovered how one small change could dramatically improve the entire stay experience.

Beyond pillows, Julia opens up about building a customer insights culture from scratch in a fast-growing hospitality company, why she believes “delight” is an overrated customer experience goal, and how support teams hold the key to understanding what guests really want. She also tackles the tricky balance between AI automation and human connection in hospitality, sharing lessons from Lime Home’s own chatbot experiments.

Subscribe for more customer experience insights from leaders who prove that the most powerful improvements often come from paying attention to the details everyone else overlooks.