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More about good & bad customer experiences... and how to avoid the bad ones!

21/9/2015

3 Comments

 
Following onto the Marketing Tip I wrote a couple of months ago on how to improve your customer experience http://www.marketingwhizz.com/weekly-marketing-tip/june-30th-2015 , I have a little follow up story as an example.
Last week I spent a week in Auckland visiting inbound operators on behalf of my Smartourism Marketing Group (www.smartourism.co.nz ). I stayed in a nice downtown hotel and was kindly upgraded to a lovely refurbished room.
I was impressed with the lovely décor, amenities and features such as this bathroom light switch next to the bed. Now this is clever thinking & design.
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I thought: wow, this hotel was really been thinking about the guest experience when they redesigned the rooms (and invested a considerable amount of money!).
Until I wanted to boil the jug for a cuppa. I picked up the jug, walked to the bathroom to fill it up. I put it under the tap and tried to fill it. Unfortunately the tap was too low and when I pulled the jug away, all the water ran out. So I had to fill it up with a glass.
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What a shame... They thought through a lot of their features, but not everything.

So, how do your customers experience your business, products, experience, service etc. Put a system in place to check your customer experience regularly. And when you change anything (or refurbish), test it thoroughly to avoid mistakes as mentioned above!

Have a great week :)!
Marijke
3 Comments
Janette Buckingham link
21/9/2015 01:53:46 pm

This is very interesting Marikje. It's all very well to have everything nice and new, but you need the basics as well !
Stories like this really put me off building any new houses in the future - as there are so many 'things' to think of. However, I don't like new houses and we aren't planning on building one anyway.... Even though renovations mightn't be the complete answer, I would have more chance of getting things right.

Reply
Marijke
21/9/2015 02:32:09 pm

Hi Jeanette,
Nice to hear from you!
Funny you say that as I'm in the final stages of building a house (at Jack's Point). And it sure has been a huge challenge (and getting out of my comfort zone). I'm there almost daily at the moment and there have been lots of little things I've had to correct and think about.
I do love old houses too - they have a lot more character! But I am looking forward to my new house - exactly the way I like it and new & warm is nice too!
Have a great spring/summer! Looks like it's going to be a busy one!
Kind regards, Marijke

Reply
Gaylene link
22/9/2015 09:23:10 am

You are so right about the aps in the bathrooms, suggestion to this have a water filter tap in the room with a high tap. PS I hate using bathroom water for the jug even though I brush my teeth in with it.

Reply



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