{"id":14176,"date":"2018-07-27T11:58:00","date_gmt":"2018-07-27T11:58:00","guid":{"rendered":"https:\/\/www.customerservicemanager.com\/?p=14176"},"modified":"2022-10-05T16:01:38","modified_gmt":"2022-10-05T16:01:38","slug":"how-to-create-a-personalized-customer-experience","status":"publish","type":"post","link":"https:\/\/www.customerservicemanager.com\/how-to-create-a-personalized-customer-experience\/","title":{"rendered":"How to Create a Personalized Customer Experience"},"content":{"rendered":"

Shep Hyken is amazed by the customer service at the Crowne Plaza in Lansing, Michigan. This is what he learned from the experience.<\/strong><\/p>\n\"Crowne\n

I\u2019ve 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.<\/p>\n

First, the concept of personalization is to make the customer feel like the experience is somewhat unique to them. If I\u2019ve 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\u2019t have to ask.<\/p>\n

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 \u201croad warrior.\u201d I also have hobbies. I do card tricks and magic. I also play guitar. So, now that you have some background, here\u2019s the story.<\/p>\n

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\u2019d 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!<\/p>\n

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 \u2013 as in the magician\u2019s rabbit in the hat trick! Holy cow! Actually\u2026 Holy chocolate bunny!<\/p>\n

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.<\/p>\n

Some may find what the Crowne Plaza team did to be a little \u201cspooky.\u201d I didn\u2019t. 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\u2019s nothing wrong with that.<\/p>\n

Thank you to my friends at Crowne Plaza Lansing! You created a truly memorable experience. Can\u2019t wait to come back and visit you again!<\/p>\n

About the Author<\/strong><\/p>\n

Shep Hyken<\/a>\u00a0is the Chief Amazement Officer of Shepard Presentations. As a professional speaker and best-selling author, Shep helps companies develop loyal relationships with their customers and employees.<\/p>\n","protected":false},"excerpt":{"rendered":"

Shep Hyken is amazed by the customer service at the Crowne Plaza in Lansing, Michigan. This is what he learned from the experience..<\/p>\n","protected":false},"author":17,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[2],"tags":[96],"_links":{"self":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/14176"}],"collection":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/users\/17"}],"replies":[{"embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/comments?post=14176"}],"version-history":[{"count":11,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/14176\/revisions"}],"predecessor-version":[{"id":14233,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/14176\/revisions\/14233"}],"wp:attachment":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/media?parent=14176"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/categories?post=14176"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/tags?post=14176"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}