I know that I’ve expressed my love for the Kimpton Hotel chain before but I want to say it again… these guys get it. They treat you like you’re guests in their house… like you’re royalty. It just makes you excited about staying there.
I’m a member of their loyalty program. One of the perks is that they’ll bring you a gift to thank you for your stay on the first night you’re there. This time they brought me a half bottle of French wine and a plate of fruit. That’s AWESOME.
This makes me think back to the experience that Jason had at JetBlue’s Terminal 5 at JFK airport. Treat your customers right. Give them what they want and they’ll come back for me. They’ll tell their friends about it.
This is something that we can all take away as we look to shape the products and services that our companies provide. Are we meeting our customers’ needs? Are we giving them what they want? Are we giving them a superior experience? Are we treating them like they are guests in our house or like family?