MEET DIANA KANDER
DIANA KANDER IS a New York Times bestselling author and innovation consultant who helps organizations use curiosity to drive growth. A self-described serial entrepreneur, Kander launched and sold millions of dollars in products and services by her early 30s. Today, she works with boards, executive teams and Fortune 500 companies to create multi-billion-dollar products. Her process is based on the science of breakthrough thinking: Implement innovation best practices and build cultures where curiosity thrives.
Kander entered the United States as a refugee from Ukraine at age 8, an experience that shaped her resilience and entrepreneurial drive. Her bestselling books, All In Startup and The Curiosity Muscle, are taught at universities globally. Known for her entertaining stories and thoughtprovoking case studies, Kander challenges audiences to ask better questions, unlock innovation and future-proof their businesses.
Let’ s Talk Innovation
Pulse: What’ s a common misconception about innovation that might hold a spa business back? Diana Kander: That innovation always means something big, expensive or disruptive. In reality, innovation is often about small, intentional shifts— asking better questions, redesigning a process or tweaking an experience. The danger for spas is waiting for a“ perfect big idea” instead of experimenting with everyday improvements that could immediately elevate the guest and team experience.
Pulse: How can spa leaders introduce innovation without losing sight of what makes their brand or service model unique? DK: Innovation should amplify your brand, not dilute it. The key is to start with your core promise— what your guests trust you for— and ask: How could we deliver that promise in a fresher, more delightful way? When innovation is anchored to your DNA, it becomes an enhancer, not a distraction.
Pulse: What are some simple ways innovation can be woven into day-to-day operations without disrupting the guest experience? DK: Innovation doesn’ t have to happen“ behind closed doors.” It can be as simple as encouraging team members
to ask, Is there a better way? during their normal work. For example: refreshing the way you gather guest feedback, introducing micro-experiments in scheduling or ambiance or borrowing ideas from industries outside wellness. These subtle changes compound into a culture of continuous improvement.
Let’ s Talk Curiosity
Pulse: How can curiosity help spa teams improve service and problem-solving in their daily work? DK: Curiosity is the antidote to autopilot. When team members stay curious, they notice little details about guests— unspoken needs, subtle preferences— that can turn a good service into an unforgettable one. Curiosity also helps staff see problems as puzzles to solve, not burdens to avoid.
Pulse: What are some easy-to-implement practices leaders can use to keep their teams learning and evolving? DK: l One-question huddles: Start each shift with a single curiosity question— such as: What’ s one thing you noticed yesterday that could make today better? Takes two minutes but keeps learning alive. l Reverse mentoring: Pair a newer or younger team member with a more experienced one— each shares
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