At Eleven Madison Park, a restaurant in New York City, there’s a special hospitality team that brainstorms ways to make guests’ experiences extra special with thoughtful gestures and customized gifts. While there is no traditional return on investment, the word-of-mouth advertising is priceless. Our Instaread on Unreasonable Hospitality breaks down this powerful strategy.
Relationships, Not Customers
Opportunities for personalized gifts exist in every business. Acting on details is a way to show that you care enough to listen and to do something with what you heard. When you create an unexpected experience for customers, they understand they are more than just a line item on a spreadsheet.
