Everything you do is Marketing
- Author: Amanda Stevens
- Word Count: 226
Read the news article
I recently stayed at a five-star hotel and found a major marketing problem lurking in the wardrobe in my room and then realised everything you do is marketing Upon check-in I was welcomed enthusiastically, and my membership status recognised with a room upgrade.
I was even presented with a welcome gift to thank me for my loyalty. I made my way up to my room and my luggage was promptly delivered to my room by the cheery concierge. At this point, I have paid just over $300 to the hotel and had my credit card authorised for a further $100 for incidentals.
I opened the wardrobe to hang up some clothes and my heart sank. With 5-6 positive touchpoints in my experience so far — all that said ‘we value your loyalty’ — I was now faced with coat hangers that say ‘we assume you’re a thief’. I realise that in the scheme of things, annoying coat hangers that are permanently attached to prevent theft is a pretty minor issue.
But it’s still sending a covert message that belies what the hotel is going to great lengths to communicate overtly. Come on hotels, you can do better.
If you really do value my loyalty, give me some proper coat hangers. I promise I won’t steal them.
Contact us at Speakers Inc and subscribe to our Podcast Channel
Further articles you may enjoy:
- (18)
In the rapidly evolving digital landscape, businesses are increasingly turning to Artificial Intelligence (AI) in Artificial Intelligence: Revolutionizing Customer Service. AI technologies, such as chatbots, machine learning, and natural language processing, are transforming the way companies interact with their customers, leading to more efficient, personalized, and satisfactory service experiences. This article explores how AI is […]
- July 19, 2024
- (22)
Understanding the Distinction: Customer Experience vs. Customer Service with Dan Gingiss. In today’s competitive marketplace, businesses often tout their “excellent customer service” as a hallmark of their brand. However, what many fail to recognize is that customer service is only one facet of a much broader and increasingly crucial discipline: customer experience (CX). While Understanding […]
- April 21, 2025
- (4)
Hey there, are you a white person wondering what to do as an ally for Black people right now? A lot of my white friends have been asking, you’re not alone. I’ve received several questions from friends wanting to do something so I thought I’d compile these all on one place. This is the work […]
- March 10, 2023
- (17)
The Role of a Virtual Emcee, a guide is the one steering you on the right course – a firm hand halting you from treading where you shouldn’t, and it’s the instructions researched and tested to provide you with the best results too. Therefore, a guide is also intrinsically necessary for the optimization of an […]
- January 3, 2023
- (17)
The Cost of Neglecting Customer Experience in today’s competitive events industry, customer experience (CX) has emerged as a defining element of success. Event planners and bookers are no longer evaluated solely on logistics or creativity; instead, they are judged by the overall experience they provide—from the first point of contact to the post-event follow-up. Neglecting […]
- April 23, 2025
- (8)
Are you guilty of multi-tasking during meetings? Unfortunately, being present during meetings, especially present-day Virtual meetings, is so rare, I wish I could bottle and sell it. Here’s a few facts you can toss around the tele-conferencing office (Source: Prezi State of Attention Research): In any online meeting about 95 percent of the audience is probably multi-tasking. The […]
- January 18, 2023
- (10)
Driving Innovation in today’s fast-paced world, anticipating change has become a core business competency. Organizations can no longer afford to wait for disruption to happen—they must proactively identify signals of change and adapt before competitors. Whether driven by technological advancements, market volatility, or societal shifts, disruption is inevitable. The key to surviving and thriving lies […]
- December 16, 2024
- (52)
Elevating the Customer Experience at Airports: How Airports are Enhancing Every Passenger’s Journey For travelers around the world, airports serve as the gateway to their adventures and journeys, but this Customer Experience at Airports can often be challenging due to stress, long lines, and crowds. In response, airports have started transforming their customer experience (CX) […]
- October 31, 2024
