How a lanyard inspires hotel word of mouth

This guest post is from Jeremy Epstein, VP of Marketing and Social Navigator at Sprinklr.

The BIG stuff in customer experience is obvious.

At a hotel, you need a bed, a shower, etc. That’s clear. But it’s the little details that show you care and the little details that create the word of mouth that grows your brand — for free.

Now, I’m not one to usually blog about hotels. My needs are basic. I like a bed, a good workout room, and fast, free internet. The amenities on top of that don’t impress me. I just don’t really care.

Now that I’m big into running (thanks to Tough Mudder), I love going outside to run the neighborhood. At home, I know my route, but when I’m travelling, I want a good route where I won’t get lost or have to go way out of my way (which has happened).

Well, the InterContinental Atlanta Hotel in Buckhead showed up big time on this front. (Even making up for the fact that the Internet wasn’t free — a pet peeve of mine.)

LanyardI went to the concierge and said, “I’m looking for a good four to five mile running route,” whereupon she pulled out a double-sided laminated card with a lanyard. On one side, a map. On the other, written instructions for a three and a six mile loop.


It tells me, “This is a hotel that really cares,” and the way they show that is by thinking, “If a guest wants to run, what would they want?”

Now, time to apply that same thinking to your business — and mine!

About Jeremy Epstein

Jeremy Epstein is VP/Marketing and Social Navigator at Sprinklr, the world’s leading enterprise Social Media Management System to help large organizations save time, mitigate risk, orchestrate activity, and use social data to grow their business. A committed WOM practitioner, Jeremy previously worked at Microsoft and ran an international community marketing-focused consulting firm.

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