Customer learnings in the hot tub
Posted by Becky Carroll on November 8, 2007
I regularly advocate spending time listening to your customers at the locations where they “hang out”. In many cases, that would be in online forums or chat rooms, on Facebook or MySpace, or on blogs. In the case of Disneyworld guests, it could be in the hot tub!
Recently, I stayed 4 nights at a Disney resort in Florida. At the end of a long day, with feet aching, we headed to the hotel’s jacuzzi by the pool to soothe tired muscles for another day of theme park exploration. What interesting conversations take place there!
We learned which theme park to visit early in the morning and where the crowds would be. We learned which hotel restaurants to visit, and which ones not to (and why). We learned about using the pools at other Disney hotels. We learned about what other Disney guests liked and didn’t like about each park: rides, restaurants, shops, lines, shows – you name it, they discussed it. We were definitely influenced by this unexpected word-of-mouth.
What valuable information that would all be for Disney! Yes, we were surveyed at the park by a very nice lady, and of course, I answered the follow-up survey they sent me via email. But I believe that Disney’s operations team would find the most open and honest information bubbling out of their guests if they went to any of the Disney resort hotels and listened in at the hot tubs.
Where do your “guests” congregate? Are you taking advantage of those opportunities to hear candid feedback from them? Tell me about the most interesting place you listen for customer feedback. Jacuzzi, anyone?
(Photo credit: DarrenGree)