Forget redeemable points, complimentary breakfast, internet or bottled water at turndown; the Ritz-Carlton Herzliya in Israel is introducing an element of personalization to the way the hospitality industry runs a loyalty program. As reported by Hotel Chatter, when a guest forgot his pair of Salvatore Ferragamo shoes at the Ritz-Carlton Herzliya, the hotel did not only send the shoes back free of cost but also did something very special.
The hotel sent back the shoes to the owner along with a digital documentation of the shoes in the different places around the country like the Dead Sea and Jerusalem. The photographs were accompanied with a hypothetical letter from the shoes to the owner, with the last line reading:
“I could have gone more and more but I was missing you like hell and I was afraid you replaced me with some brown Gucci pair so I am rushing home and hope we meet soon.”
Customer loyalty programs are in the midst of a massive shift both in how consumers perceive them and how successfully hospitality industry is using them to reap profits in the future. In this digital age, travelers choose their hotels through social channel chatter, customer reviews and rewards, and hospitality brands are capitalizing shifts in traveler’s behavior with instant gratification that delivers real bonus to the consumer and the company over the long haul.
So if you have left behind a mobile charger lurking in an outlet behind a piece of furniture or a pair of shoes under the bed, know that nothing is ever really lost, as long as Ritz-Carlton Herzliya can find it.
[Via – Hotel-Chatter]