Hosanna Unom

Work

I use hospitality as a tool for business growth: finding the friction in customer touchpoints, figuring out what's causing it, and building the systems that fix it.

The loyalty loop

Growth runs in a loop: people commit, they stay, and they bring others. Every touchpoint feeds one of those, or leaks from it. Each piece of work is tagged with the part of the loop it serves.

  1. Convert. Do they commit?The inquiry, the tour, the quote, the first impression.
  2. Retain. Do they stay?Service, response times, the renewal conversation.
  3. Advocate. Do they bring others?Reviews, referrals, and the way you say goodbye.

How I work

  1. Understand before building.Find what's actually creating the friction before deciding on a fix.
  2. Build for the people using it.A process can look perfect on paper and still fail in practice.
  3. Make the work clear.Documentation, ownership and handoffs that reduce guessing.
  4. Measure what changed.Finishing the project isn't the outcome. Did it get better?