If you've been reading along the past few posts, you'll have seen several things that reflect weak experience design. This post is about one that's working.
You may have heard that Marriott hotels has been working very hard on customer experience. I'm here to
report that they are having some success, at least with my last visit. Here's a couple of the things that impressed me:
- A desk designed for working -- right height, lots of room, and will let you have dinner there and watch TV at the same time.
- Note the red cable. Instead of making guests go to the concierge to ask for a cable, this one is in the drawer. They probably do lose the odd cable to theft. But if you buy them in the thousands, how expensive can they be?
The coffee maker is now pretty standard, and always welcome. Having take-away cups with lids is a good idea. The condiments all come packaged in a nice triangular box. I used both of my creamers up on the first cup [we're a nation of double-double people here in the Great White North, you know, and there should be extra cream.]
I have never seen such simple controls on a thermostat. Temperature readings available in either Fahrenheit or Celsius is nice. And if you can't cope with that, just guess with the up and down arrows. Love it! [Now if you could just do that to the clock radio...]
How about a shampoo bottle that stays where you put it. To see how they achieved this neat trick, check out the next photo.
All of these little things are evidence of starting with the customer. Learning everything you can about the customer segment you are trying to attract, and then systematically addressing that learning.
Forget this nonsense about "delighting the customer." Just systematically address customer needs, reduce irritants, and demonstrate that you are looking out for them. Delight will naturally follow.