Customer Concierge

I just finished spending a few days at the Goa Marriott in India; beautiful resort, great food and SPECTACULAR service. Following check-in we were escorted to our rooms by one of the concierge staff; they opened the doors, took pictures of our family and inquired about our preferences – what we liked to eat, drink, activities, etc.

The concierge distributed the information to their top tiers so each morning, we were part of a report circulated to their associates. The associates learn your name and preferences, so as you walk through the halls you’re acknowledged by name and surprised with things we liked. Apparently they save your information for future trips; so the new staff can be briefed prior to your next stay.

As email marketers, we can do so much more – by aligning preference page information with relevant, subsequent surveys and ongoing behaviors, we can stay current with consumers and ensure everyone in the organization is aware of the person and their preferences. Combining this electronically-gathered data with information from paper and phone surveys in a single database can go even further to make sure the customer is always welcome irrespective of the channel.

Only a few days of vacation left…