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Most marketers would agree that having and demonstrating they know the customer well is a key to great customer service. Nevertheless, it is possible to go overboard when trying to know the customer well. The signs I found in a Western Kansas Days Inn demonstrate  that knowledge can also be a little disconcerting when it’s less about providing great customer service and appears to be more about micro-managing the customer experience.

Don’t Clean

For instance, not sure I wanted to know—via this sign on the table by the television—that the customer experience of the previous occupants of my room had possibly involved cleaning game or boarding hunting dogs where I was walking around barefoot.

Do Clean

On the other hand, I found it interesting that those same bird-shooting, dog-keeping occupants were significant consumers of beauty aids that must be removed with a special cloth.

Did You Clean Enough?

Finally though, I did appreciate that while the hotel management was going to charge me if I stole any of the linens, that they were going to check daily to make sure that I was following good hygiene practices.

How do you want to see a brand managing your customer experience?

How do you react when it feels as if a brand is micro-managing the customer experience? Do you appreciate the deep knowledge they have about you and does it translate into great customer service? Or would you prefer the brand simply back off and give you some room? – Barrett Sydnor

 

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One Response to “Managing the Customer Experience – Know the Customer Well without Micro-Managing”

  1. Chuck Dymer says:

    Barrett,
    Seems to me guests at the Days Inn in Hays Kansas are well made-up, thieving bird-pluckers!