This is Part I — the DONT’s — of my series of delivering heartful customer experiences.
We have all been raving about empathy in customer experience. But all talks are empty without actions. We also need #MISSION!
IHG Hotels & Resorts (IHG) has consistently shown empathy to their #customers, sometimes with a bit of #creativity (see Part II).
Whenever I have a question or a request, I always, without fail, get a response AND a solution/suggestion within 12 hours! Always! Ever since I became an #IHG member, always (I can’t stress this enough)!
It is “sad” that a #hotel guest’s “primary” #customerjourney is experienced with the #touchpoints at individual properties whose performance may sometimes not be up to IHG’s standards.
Or worse 👉🏻 see here and my #complaint about a #HolidayInn property in #GreaterLondon👇🏻!
But IHG has shown #empathy and #patience and immediately took actions! All their responses to this complaint have been within 12 hours — I see this short “delay” a result of my always sending them emails/online forms in the middle of the nights!
The key difference between IHG and Holiday Inn is that IHG take it as a mission to “do their job well” by making guests feel taken #care of whereas that particular Greater London Holiday Inn property treat it as a checklist of tasks to tick off each day and if they fail to complete any tasks (e.g., cleaning my room — see screenshot below), it’s because the guest did not “assist” them to finish their to-do list!
