
WOW Your Customers with a Personalized Customer Experience
Go to https://www.TheCustomerFocus.com or call 314-692-2200 to learn more about Shep Hyken or to learn about customer service training.
I just stayed at the Crowne Plaza in Lansing, Michigan. I’ve stayed at many Crowne Plazas in the past, and they are nice hotels, however, the experience at this one was quite unique. It was a personalized experience, and the way they went about it is an excellent lesson we all can learn from.
First, the concept of personalization is to make the customer feel like the experience is somewhat unique to them. If I’ve stayed in a hotel and made a special request, the hotel may note that in my record, and the next time I stay at that hotel, they might remember the request so I don’t have to ask.
What the Crowne Plaza Lansing did was different. Before I go any further, you need to know a little about me. You probably know I travel around the world delivering keynote speeches on customer service and experience. I log about 150,000 miles a year as a “road warrior.” I also have hobbies. I do card tricks and magic. I also play guitar. So, now that you have some background, here’s the story.
When I walked into my room, I noticed a note with a shoe shine kit. It was handwritten and read: This will work wonders on the shoes of a road warrior. Then I noticed some beer. Not just any beer, but a special brand called Double Magician and Staff Magician. I’d never heard of these brands, but apparently, it was a local brand. I also noticed a guitar. A note next to that read: We heard about your hobby. Thought you might enjoy making a little music during your stay! From your friends at the Crowne Plaza. WOW!
And, finally, when I returned to my room that night there was not the customary mint that some hotels leave on the pillow. There was a plastic top hat with a chocolate bunny in it – as in the magician’s rabbit in the hat trick! Holy cow! Actually… Holy chocolate bunny!
So, I had to find out who was responsible for this and say thanks for this unbelievable experience. That person is Robin Goodenough, and she and the Crowne Plaza team are amazing. What did they do? Simple. They Googled my name and found my profiles on Facebook, LinkedIn and Instagram. It was easy for them to see what my interests were. From there, they wowed me with a personalized experience.
Some may find what the Crown Plaza team did to be a little “spooky.” I didn’t. If anyone posts something on a social channel like Facebook or LinkedIn, they should anticipate that others will see it. And, using the information posted for the purposes of creating an amazing and personalized customer experience, well there’s nothing wrong with that.
Thank you to my friends at Crowne Plaza Lansing! You created a truly memorable experience. Can’t wait to come back and visit you again!
Shep Hyken is a customer service & experience expert, award-winning keynote speaker and New York Times bestselling business author.
For information go to https://www.hyken.com.
For information on The Customer Focus™ customer service training programs go to https://www.thecustomerfocus.com.
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Twitter: http://www.twitter.com/Hyken
314-692-2200
ShepTV is another Shepard Presentation (http://www.ShepTV.com)
(Copyright © MMXVIII, Shep Hyken)
Season 1 Episodes

Five Ways to Say Thank You to Customers
Shep Hyken, Author, Customer Service & Experience Expert, & Speaker shares five...

10 Reasons Why Your Customers Choose to do Business with You
Shep Hyken, Author, Customer Service & Experience Expert, & Speaker shares ten...

Be Different From Your Competition
Shep Hyken, Customer Service & Experience Expert, Author, & Speaker shares how...

10 Ways Companies Create Friction for Customers
Shep Hyken, Customer Service & Experience Expert, Author, & Speaker shares 10...

Let Your Customers Tell Your Story
Shep Hyken, Customer Service & Experience Expert, discusses why you should have...

Five Ways to Create Loyal Customers
Shep Hyken, Customer Service & Experience Expert, discusses five ways to create...

Reduce Friction in the Customer Experience
Shep Hyken, Customer Service & Experience Expert, discusses how to reduce friction...

Be as Easy as Ordering Pizza – Convenience Lesson
Shep Hyken, Customer Service & Experience Expert, discusses how you should be...

Always Do Your Best – Customer Service Lesson
Shep Hyken, Customer Service & Experience Expert, discusses why you and your...

The New End to The Customer Experience
Shep Hyken, Customer Service & Experience Expert, discusses the New End to...

Be a Little More Like Apple – Customer Experience Lesson
Shep Hyken, Customer Service & Experience Expert, discusses three areas you can...

Make a Promise, Keep It. Offer a Guarantee, Honor It.
Shep Hyken, Customer Service & Experience Expert, discusses the importance of honoring...

Give Customers What They Need – Don’t Just Give Them What They Want
Shep Hyken, Customer Service & Experience Expert, discusses why you should offer...

How to Disrupt Your Competition
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Never Take Your Eyes Off Your Customers – CX Lesson
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Phrase to Avoid: People Always Complain About That
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Sometimes It’s Just the Right Thing to Do
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Employee Experience Lesson: Try the Coffee
Shep Hyken discusses that the quality of coffee (and other little perks)...

Treat Your Employees Like Rock Stars
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Customer Service, Is It In Your DNA? – CX Lesson
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Don’t Blame Me I Just Work Here
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Is Your Customer Experience in Balance with Your Employee Experience? – CX Lesson
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The More You Give the More You Get – A Powerful CX Strategy
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WOW Your Customers with a Personalized Customer Experience
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Strike the Balance Between the Digital Experience and the Human Experience
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Three C’s of Customer Service
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Five Ways to Disrupt Your Competition with Customer Service
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Do Your Employees Understand CX & Customer Service?
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Treat All Customers Equally – CX Lesson
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Want to Be Successful? Solve Your Customers’ Problems
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How Poor Customer Service Can Lead to Big Losses!
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One Thing You Must Have to Create Amazing Customer Experiences Featuring Guest Michael Redbord
A successful customer experience strategy is a result of the company’s culture....

Sorry Shouldn’t Mean Too Bad
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Being Consistent Is Key for Creating Amazing Customer Experiences
The short version of my story is this: At a recent conference,...

Are You Taking Advantage of Your Greatest Opportunity?
There are many great customer service stories that can serve as a...

Do Loyalty Programs Really Create Loyalty?
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The Difference Between Customer Focused, and … NOT
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Are You Keeping Up with Your Customer’s Expectations?
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Who Contributes to the Customer Experience? – EVERYONE!
“Loyalty can be measured and it can be monetized. The sales &...

How to Turn a Puck to the Face into a Moment of Magic®
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Top 10 Phrases to Avoid in Customer Service
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What Doesn’t Get Done, Gets Noticed – Customer Service Lesson Inspired by Jeff Bezos
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Don’t Lose the Customer’s Confidence Says Customer Service Speaker
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Social Media Customer Care Cannot Be Ignored
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Learn from the Customer Service Department of the Year
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The Problem With Company Policies
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Six Steps to Creating a Customer-Focused Culture
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How Customer Experience Can Lead to Customer Loyalty
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How to Use a Customer Satisfaction Survey to Your Advantage
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