Personalizing the Customer Experience

Ben McConnell writes on the Church of the Customer Blog about his experience at the Wynn Hotel in Las Vegas.  Granted, it’s not exactly Motel 6 (the hotel cost $2.6 billion to build), and the rack rates reflect that, but the kind of personal touches the hotel has incorporated into its guest rooms certainly make a customer feel better about spending his/her money.  Everyone loves the sound (or look) of their own name. 

I’m terrible with names, but they tell me that if you find out someone’s name and make a conscious effort to use it several times when you first meet them, you’ll be more likely to remember it.  And, you’ll make that person feel really important.

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out /  Change )

Google photo

You are commenting using your Google account. Log Out /  Change )

Twitter picture

You are commenting using your Twitter account. Log Out /  Change )

Facebook photo

You are commenting using your Facebook account. Log Out /  Change )

Connecting to %s

%d bloggers like this: