• Net promoter score for property managers
• Tracking 21 million properties globally
• Acquiring other management companies in a controlled way
• Holding onto brands & people, providing tech & customers
• What to do with 22,000 organic leads a year
• Repeat customers as a measure of brand success
• Not competing with large OTAs in big cities
• From a pricing brochure to making 2.5m price changes a year
• Making company culture "phenomenal"
• An analyst in each department
• Thoughts on OTAs and U.S.-based managers
• Thoughts on consolidation and guest experience