Posts Tagged ‘experience’

Inventing touchpoints at the Drake

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My daughter dragged me out for a bike ride to the Drake Hotel at 7-something this morning. I told her the café wouldn’t open until 8, but she wanted to go to the photo-booth. Joy.

While waiting for our photos to process in the ancient machine a fellow from the front desk came by to explain that the café was closed, but he might be able to arrange something. Unexpected and unnecessary. Grateful, I suggested anything snacky would do. I expected him to come back with a few grapes, but a minute later he emerged from the kitchen with a chef in tow, and an offer of a freshly baked donut.

I doubt they realized it, but they also created a story worth telling.




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