- OpenText™ | Blogs
- 25.04.2017
- EN
OpenText™ "Where the Rubber Meets the Road for Customer Experience"
It seems to me there is no better opportunity to think about customer experience than while traveling. You're out of your normal element, juggling demands on your time, in unfamiliar locations and contexts. There are so many opportunities for amazing customer experiences to help you, and poor customer experiences to let you down.
Recently I went to New York to meet with a creative agency and customers, and four experiences stood out in unexpected ways.
Experience #1
The day before I departed, I checked into my hotel through the app, and chose a room on a midlevel floor. I've stayed in that hotel before and knew the higher floors had a great view of the Empire State Building, so I was disappointed that I couldn't select a higher floor.
However, within an hour of checking in, the front office manager emailed to offer any assistance I might need. I figured it couldn't hurt to ask, so I replied and asked if I could get the upgrade in advance since I was arriving late. Within twenty-four minutes of receiving the original email, she let me know she’’d blocked me a room on a top floor.
What a great omnichannel customer experience,– combining my app check-in, an email customer service conversation with a real person, and a pleasantly surprising result.