Courtyard by Marriott knows Jack about customer service


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A little recognition and a small gift can make a huge impression

courtyard by marriott

Courtyard by Marriott is #57 in the Purple Goldfish Project. This story was submitted by PR Workbench‘s and eNR’s Jack Monson:

“A few years ago, I was traveling to the Twin Cities often and stayed several times at the same Courtyard By Marriott in the suburb of Eden Prarie since it was close to two clients’ HQs. By the third trip in a few weeks’ time, I had a nice surprise waiting for me. I walked in after a cold and delayed trip from Chicago to see a big sign in the lobby saying “Welcome Jack Monson”. The manager informed me that I was their guest of the week and gave me a card for free breakfast in the morning. Not a huge thing, but guess where I continued to stay everytime I had to travel to Minneapolis over the next year…”

Sometimes the smallest things can make the biggest difference. That’s the magic of marketing lagniappe. Creating that unexpected moment that demonstrates you care.

What did it cost the Courtyard by Marriott to recognize Jack Monson? A little sweat equity, a sharpie and maybe $3 for the breakfast, but the effect . . . PRICELESS.

The PURPLE GOLDFISH PROJECT – Click here to see 220 examples of marketing lagniappe. Over 100 brands have been submitted to the list. Which ones have made the cut???

Republished with author's permission from original post.

Stan Phelps
Stan Phelps is the Chief Measurement Officer at 9 INCH marketing. 9 INCH helps organizations develop custom solutions around both customer and employee experience. Stan believes the 'longest and hardest nine inches' in marketing is the distance between the brain and the heart of your customer. He is the author of Purple Goldfish, Green Goldfish and Golden Goldfish.


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