Brands That Over Deliver

A collegue of mine at Cohn Marketing www.cohnmarketing.com posted a Tweet requesting stories on brands that over deliver. In spirit of finding companies who are doing things right, I thought I would share my experience with Omni Hotel in Chicago. It was clear from the moment I arrived that this team was well-trained on providing the ultimate customer experience. I was greeted by name. Prior to my arrival the hotel had asked me about my preferences which were confirmed upon check-in. I had a corner room with a view, Internet access and my preferred wine in the room available for purchase. Everyone in the hotel made an effort to greet me and assist me throughout my stay. It was so remarkable that others in my group also noticed the level of service and we began a conversation around how outstanding our experience had been from restaurant servers to meeting room assistants. We shared our feedback with the hotel manager and we all proclaimed that the next time we had an opportunity we would stay in another Omni Hotel. Great job Omni! Internal brand adoption really does make a difference to the bottom line.