Okay, so this is a few weeks away -- but this morning, the hotel sent me an advance welcome e-mail, and invited me to use their electronic concierge to set things up for myself.
This really made me smile. It was a good reminder of my reservation code, now tucked away in the trip file. It made me look forward to a bunch of things like swimming in the pool [that I probably won't have time for. I only wish they had an on-site costume service...]
From a business angle, this totally makes sense. I can order and book spa treatments, restaurant reservations, even room service items to be ready on my arrival.
Something to think about: before, during, after
Services are always anchored in time. There is time before the experience, the experience itself, and time after. You can think about ways to do a number of things in advance of the experience, whatever it is:
- simple reminders of an appointment, from a hair appointment to a doctor's appointment
- what to bring with you, for example, to a meeting with a mortgage officer
- an opportunity to book additional services -- while you're here, would you like to add an eyebrow waxing?
- a simple welcome message -- telling people you know they are coming to your organization, and that you value them
Your interaction before the experience can be designed to heighten anticipation, reduce anxiety, help people prepare, or help you prepare for them. And new information technologies makes this so easy.
What can you add to YOUR experience?
