Tuesday, December 11, 2007

Not exactly Fawlty Towers, by Even Aas-Eng

This blog is about the digital environment but I have taken the liberty this time to talk about something completely different. I think that we can call it marketing!

In November my wife and I went to Prague for a relaxing long weekend. As usually we had spent numerous hours online researching hotels and we ended up with hotel Icon. The Icon is a sleek, cool, boutique hotel just of the main street and their main selling point was that they had Hästen beds. A good selling strategy indeed!

The hotel was great, very cool rooms, great food and they served breakfast 24/7. Why anyone hasn’t done that before is beyond me!
But the most fantastic thing about the hotel was the service. The Icon is a small hotel and has a very intimate feel to it and it’s the absolutely amazing staff that provides this feeling. Service not only with a smile but with a genuine smile.

Ok, so we where very happy with our stay and we where absolutely sure that we would book again for our next trip to Prague. Then we where hit with some serious CRM!
Yesterday I received a letter from the Icon hotel. I thought they finally had found out that we had emptied out the mini-bar during our last night and here was the bill…
But no, the letter was no less than a happy birthday card from the Icon hotel (my birthday is today) and it was signed personally by all members of the staff.

So easy, yet so effective. The Icon went from being a great hotel to the greatest hotel in a split second.

I promised you some marketing and here it is. If you are going to Prague you most stay at the Icon hotel. It’s by far the best hotel in Prague and one of the best in Europe. You might think it’s expensive but you are wrong! A suite is about 200 EUR per night which is a bargain considering that you sleep in a 2x2 meter hästen bed and are pampered by the greatest hotel staff anywhere in the world.

Ok I maybe went a bit over the top there but its really a fantastic place, check it out at http://www.iconhotel.eu/en/welcome.php or look at the tripadvisor reviews here: http://www.tripadvisor.com/Hotel_Review-g274707-d646535-Reviews-The_Icon_Hotel-Prague_Bohemia.html

Just disregard the first review from some old stuck up Americans!

Merry Xmas!


Christian said...

Wow. As a freind I know it's hard to make you happy. Now you're happy being congratulated from a hotel. I'm sure if you hated that hotel you would sue them, rigth?

But then again, it is quite interesting in terms of CRM use. How would you like a birthdaycard from you're bank or an airline co, where you pay too much transaction fee? I think I'd be more than happy anyway, but you wouldn't?

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