Innovate Your Invoice Customer Experience


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Each time I stay at a Hampton Inn I remember a simple lesson; customer experience does not have to be luxurious.

Hampton Inn delivers great value for the price they charge. And what I like the most is their 100% money back guarantee. They have taken this promise to a new level. Not only does the guarantee appear everywhere instead of being hidden in small fonts at the back of some forgotten documents, it is on the bill.

When you receive your bill on the morning of your departure, there is a colorful sticker on it reminding you that you have the right to pay the amount that represents your perceived value and not more. Not too many vendors go the extra mile to turn the payment touch point into a matter of choice for customers. Hampton Inn does it well and that is one of the reasons why a very small fraction of their customers ever need to take advantage of this guarantee.

Lior Arussy
One of the world’s authorities on customer experience, customer centricity, and transformation, Lior Arussy delivers results. His strategic framework converts organizations from product- to customer-centricity. It is drawn from his work with some of the world’s leading brands: Mercedes-Benz, Royal Caribbean, Delta Air Lines, MasterCard, Novo Nordisk, Walmart and more.Arussy is also the author of seven books, including Next Is Now (May 2018)


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