As a savvy word of mouth marketer, you know that customer service is everyone’s job. It’s not just up to the person behind the welcome desk to make people feel welcome, and it’s not just the help center’s job to make things right when a customer’s upset.
But a remarkable customer experience also doesn’t stop with the people — you can show your customers you care with the smallest details. For example, The W Hotel in New York replaces their elevator rugs three times a day.
They say “Good morning,” “Good afternoon,” and “Good evening,” depending on what time of day it is. Every guest who sees that elevator rug knows that they’re working around the clock to make sure the hotel looks great.
On top of that, these are just the elevator rugs — a small, insignificant part of the hotel. If they put this much effort into making the elevator look nice, imagine how well they treat their guests when it comes to more important things.
How are you using small details to make your customers feel special?