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Fireside chat with Josh Loe

Who is Josh?

Chief Customer Officer at Hostaway, the leading all-in-one vacation rental management software currently residing in San Antonio, TX with two Chihuahuas and one new Shepherd puppy.

Tell us more about your role in Hostaway.

With 15 years of experience building excellent Customer Experience teams, I am responsible for delivering a World-Class, ‘WOW’ customer experience to Hostaway clients worldwide.

What is the most difficult part of your job? But the most rewarding one?

For a good number of our clients, this is their first business. This is different than other companies I’ve had the pleasure of being a part of, but the most rewarding. As we’re not only helping people see value in our software, we’re also showing them best practices in the industry and how to make more money in their business outside of our platform.

Is there anything that you would change about your professional path?

I always said that if I were to choose my career path all over again, I would be in sales. I love the sales process and those times you get to ring the bell when you win the big deal!

Customer Success is a mix of both, so it scratches that itch enough to keep me engaged.

What’s your key strategy for the development of your company?

I’ve been apart of companies that had almost the exact product with their closest competitor. The only differentiator was the customer experience. The key strategy at least from my perspective is to keep investing in the customer experience and listening to our clients to build on to our already great product.

What do you think about the next period of time, keeping in mind the pandemic and the new business climate? How will your industry be affected?

I think that the Short Term Rental industry is still booming and will continue to do so. Obviously there was some downturn in 2020 when the pandemic first hit but everything is opening back up world wide now. There has never been a better time to be in this industry and I’m extremely bullish on this industry.

Please name a few technologies which have the greatest impact on your business.

HubSpot, Zendesk, Gong

What books do you have on your nightstand?

  • Customer Success – Nick Mehta
  • 10X Rule – Grant Cardone
  • You Can’t Teach a kid To Ride a Bike at a Seminar – Sandler
  • Play Nice But Win – Michael Dell
  • Delivering Happiness – Tony Hsieh
  • Find Your Why – Simon Sinek
  • Be Obsessed or Be Average – Grand Cardone
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