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Tag Archives: hotels

Newsletter #937: The “Dream Teams” Issue

[Welcome back to the Damn, I Wish I’d Thought of That! newsletter. This is text of the great issue all of our email subscribers just received. Sign yourself up using the handy form on the right.] Teaming up with another brand is a great way to share fans, word of mouth, and opportunities to reward your customers. […]

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You can save the day for $10

The heater in my hotel room was broken. (It happened to other folks, too.) But there was a nice spare blanket in the closet. It could have been an angry scene for the hotel. But instead, a $10 blanket and some clever thinking saved the customer experience. Lesson: Is there something you can do for […]

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Newsletter #931: The “Get There First” Issue

[Welcome back to the Damn, I Wish I’d Thought of That! newsletter. This is text of the great issue all of our email subscribers just received. Sign yourself up using the handy form on the right.] Reaching your customers before everyone else isn’t about selling Christmas decor in September — it’s about showing them you’re thinking ahead, […]

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Ending it badly

You have a great stay in a hotel. You ask the doorman for a cab. Instead, he brings around a private car, with no meter, probably unlicensed — and usually with ripoff pricing. Obviously the doorman is taking a payoff. The customer gets screwed. Honest cabbies get screwed. And the last thing the customer remembers […]

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$5 to make hundreds of customers happy

A simple $5 power-outlet splitter in a hotel room makes life easier for hundreds of travelers who stay there. Why doesn’t every airport and hotel invest $500 and create 100 power stations like this? Travelers would be much less stressed, which would make it easier on everyone — especially the staff who has to deal […]

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Why does the hotel give you a shoeshine cloth?

It’s not something most people use, and it’s not something most people ask for. It’s so you don’t polish your shoes with the nice towels. This little cloth replaces an unwanted behavior with a better one. And it works a lot better than a mean sign demanding that you don’t polish your shoes with the […]

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Superhero customer service: Save a customer’s day

I didn’t answer the hotel’s wakeup call. (I was already up.) So the front desk manager sent someone to knock on my door. That simple extra service is the difference between a horrible experience (like missing an important meeting) or saving a customer’s day. Kudos to Tyler and the other folks at Chip Conley’s Avatar […]

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Focus on the first 10 minutes

Your customer’s view of your brand is often based on first impressions. You can make or break it in those first 10 minutes. If those moments don’t go well, the customer is probably too angry to be pleased by anything else you do. Examples: Retail: Did someone say hello? Was parking easy? Was the shopping […]

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InterContinental Hotel Group’s case study: How we created a private community for our biggest fans, presented by Nick Ayres

Come to an upcoming BlogWell: How Big Brands Use Social Media conference in Washington, D.C. or San Francisco to hear brands like ConAgra Foods, the IRS, USA TODAY, Adobe, SAP, the U.S. Navy, and Mattel share 8 great case studies on corporate social media. You’ll learn how to get started, get past roadblocks, and make […]

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