Shangri-La Bangkok has thought through the customer experience

by Rebecca Morgan, CSP, CMC on January 10, 2015

IMG_0330 You expect 5-star hotels to provide more than basic amenities to their guests. But it is a joy to see how much a hotel’s designers think about the details of customer experience.

It was a particular delight to uncover the many extras provided by this hotel. As I explored my room, I discovered more and more small touches to show this hotel really undersands guests’ needs.

Bath robes and slippers are de rigueur in nice hotels nowadays. Not so common is a full-sized umbrella I found stashed in the closet. On the desk was a nice leather box with business amenities: small stapler, rubber bands, paper clips, Post-It Notes.

The river-facing window had two chairs which can easily be turned to gaze at the never-ending show of river activities. Or, as I discovered on my last night there, a fireworks display with the rockets exploding right outside my 22nd floor window.

The bathroom had the requisite shampoo, conditioner, lotion — but in larger-than-normal sizes. In addition to the upscale amenities of toothbrush was travel-sized toothpaste, sewing kit, emery board, and even a hair scrunchie.

TheIMG_0439 bathroom scale was a nice touch to watch your weight if you found yourself overindulging in the scrumptious breakfast or evening cocktails and snacks. But what put this place ahead of other hotels for me was the touch of a glass shelf with pen and paper near the phone at the toilet. Wow! They really did think of guests’ needs!

What can you do to better understand and enhance your customer’s experience? Regularly go through the process your customers encounter so you can see how you can make their experience with you even better.

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