Great Customer Service Must Be Simple And Powerful

Has this happened to you? The taxi stops in front of your hotel, your new home during the work conference. On your way from the airport, you've already had a first impression of the metropolis: big, crowded, noisy—and, most of all, anonymous. At this moment, someone says your name. In my case: "Welcome, Ms Schenkewitz."

Wow. No more anonymity. Who said it? The hotel porter!

While I was paying the taxi driver, the hotel porter took my luggage and glimpsed my name on the bag tag. His simple gesture, paired with a smile, caught my full attention. Simple and powerful. I no longer felt like a complete stranger in this big, anonymous city.

This happened to me this summer. I was so surprised and delighted that it made my evening, simple though it was—and it got me thinking about customer experience.

Great in its simplicity

For me, this anecdote is an example of great service. The porter understood the importance of the moment of arrival, when guests are travel-weary and maybe bewildered. He kicked off the whole customer experience.

Some will say I'm focusing on something small, a footnotebut for a business to win key moments that matter to clients, the minor actions matter too. And great service has to come from...

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