“What a cool little hotel”
I thought that as I walked the halls of an old hotel in a small town where I’d take a few days of R&R. Days off are precious in the Army, so I booked a weekend stay in a small town I’d heard was a “don’t miss!”
I had dinner with friends, and walked around the town but the most memorable part of this trip happened the week after I left and was back home. The hotel sent me a postcard thanking me for staying at their hotel and inviting me back if I ever returned to the town. I have a thing for mail and postcards. I’m the kid that had to send hand written thank you notes after each party.
The best part about it all was, I didn’t see that coming! They exceeded expectations and it’s been years since that happened yet still, I remember. The hotel was fine but whoever thought to send me that note on a postcard was a genius. It is those personal touches that can put you ahead of your competition and make your business unforgettable. If you are struggling on how to set your CX apart and become unforgettable, here are some questions to ask yourself.
- What does my client expect from this experience?
- What is everyone else doing?
- When does my client expect this to end?
- What is the lifecycle if my time with this client?
- What has been done for me that I can’t forget?
You might not have answers for all of those questions, yet let those questions trigger you to do something like this hotel did for me that made them unforgettable.
If you want to brainstorm ways to create an unforgettable customer experience, book brainstorming session.
