The Power of Tangibility in Guest Experiences: A Case for Handwritten Notes
In a recent Travel Boom podcast (9/19), a guest shared an unforgettable experience at a hotel where complimentary s’mores were served. Sarah, a Hospitality Sales & Service Professional, was praised for this thoughtful touch, which created a warm, memorable moment. This simple gesture spoke volumes about how small, tangible efforts can elevate the guest experience.
The conversation touched on an important insight: tangible experiences leave lasting impressions. One of the podcast hosts even mentioned being more swayed by something physical rather than digital. This sentiment aligns with a broader study that highlights the impact of handwritten notes. According to research, handwritten notes boast an impressive open rate of 99%, far surpassing emails. Even more compelling is that over 50% of millennials hold onto these handwritten notes, often keeping them as mementos or even using them as bookmarks.
The keyword here is “feels.” Guests don’t just appreciate a service or gesture—they feel appreciated. And that feeling lingers. In the hospitality industry, where creating emotional connections with guests is crucial, finding ways to cultivate these feelings can result in loyal, returning customers.
Consider how a simple handwritten note thanking a guest for their stay could create a powerful connection. It’s personal, thoughtful, and unlike an email, it feels more intentional. While emails can be efficient, they lack the warmth and sincerity of a note that’s physically written, touched, and received. This kind of gesture fosters a sense of gratitude, making guests feel recognized on a human level.
In an era dominated by digital communication, where inboxes are flooded with promotional offers and automated responses, standing out requires something more meaningful. Handwritten notes, like the s’mores at Sarah’s hotel, transform routine interactions into memorable experiences.
For businesses looking to deepen their customer relationships, the takeaway is simple: people remember how you made them feel, and tangible gestures can go a long way in making those feelings last.
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