Hyatt Hotel, color me impressed

I’m delighted to write about a company that just showed me it cared about me (the customer) and wants to make visitors’ lives easier.

Kudos goes to Hyatt Hotels today.

Seven days in advance of my arrival, Hyatt emailed me. They send a note from the exact hotel I’m staying at (local hotel photo, signed by the real general manager at the hotel, with local info). I found this email very helpful because it:
a) confirms the dates of my stay;
b) offers additional services to make my trip easier (like a real concierge);
c) provides the 10 day weather forecast;
d) includes a map visual of the local area and hotel location with a link for directions.

This is the most helpful and thoughtful I’ve seen a company act in a while, and it makes great sense. They automate emails to send out customized content based on each guest and – boom! -- each customer gets a greeting from the hotel before they even arrive. This is genius. Hyatt thought about what travelers need – good information, confirmation of travel information, easy links to get directions, weather information before they pack, and any additional services that could be of help.

This is going in my hall of fame; that is how smart this is. I haven’t seen this kind of email at any other hotels (maybe the super pricey ones do it, I wouldn’t know that). Post below if you have seen this before. I want to see a copy of any that exist.

Lesson learned here:
- greet your customer before they even arrive/need you;
- simplify customers’ lives by offering them information, links and reminders in a timely way;
- sign emails and all messages with a specific person, not a generic group or company. You are speaking to a customer, so be sure to have a unique voice and to sign your emails – even email newsletters. Customers bond with people, not vague company-speak.

Hyatt calls this their e-concierge. Thumbs up Hyatt.