Winning Customers with a Small Touch

DoubleTree by Hilton shows us how to win customers with its signature chocolate cookies.  For over 20 years, the signature chocolate cookies have become the buzzword associate with the brand and a symbol of the company's "care culture."  

This time, DoubleTree developed a series of marketing strategies around the signature cookies, including:
  • Initiating a "pay it forward" event by giving two cookies to every in-house guest or a person on the street — one for the guest, the other for passing along. People are also encouraged to answer "Who else deserves some Cookie Care?" on DoubleTree's social media channels.
  • Making Cookie Care tour stops. During this scheduled tour, the hotel will surprise customers in selected locations with Hilton Cookie Care giveaways.
  • "#CookieCare" Sweepstakes on Facebook, Twitter, Instagram and other major social media platforms.
  • Selling the chocolate chip cookie dough on the hotel's website in late spring so that people can bring the DoubleTree experience to their homes.

Do you know other examples where a brand does a "tiny" little thing that touches customers' hearts and thus encourages them to come back again and again?  Maybe your personal experience?  Would you mind sharing with us?

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