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DELIGHT
IS
NOT A CAMPAIGN
Maggie	Lang
Sr.	Director,	Guest	Marketing
Kimpton	Hotels	&	Restaurants
@maggielang @kimpton
“Surprise	is	like	crack	for	your	brain	…”
SURPRISE VS. JOY
“LET’S ORDER LUNCH …”
CAMPAIGN VS. CULTURE
ENGINEER THE UNEXPECTED:
IT IS THE RIGHT THING TO DO
DELIGHT	CAN	GO	IN	MANY	DIRECTIONS
DELIGHT BRINGS SMILES.
DELIGHT CREATES LOYALTY.
BRING	STORY	TELLING	INTO	YOUR	
CULTURE
HOW CAN WE GET STARTED?
• It	starts	with	you.	Start	today.
• Engage	your	leadership	in	conversations.
• Invite	speakers	fr...
THANK YOU
Delight 2016 | Delight is not a Campaign — Maggie Lang
Delight 2016 | Delight is not a Campaign — Maggie Lang
Delight 2016 | Delight is not a Campaign — Maggie Lang
Delight 2016 | Delight is not a Campaign — Maggie Lang
Delight 2016 | Delight is not a Campaign — Maggie Lang
Delight 2016 | Delight is not a Campaign — Maggie Lang
Delight 2016 | Delight is not a Campaign — Maggie Lang
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Delight 2016 | Delight is not a Campaign — Maggie Lang

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Marketers, executives and agencies across the world are busy crafting strategies that revolve around delighting their customers. Yet, brands still struggle to deliver on the promise. Delight is part of something much larger than a campaign, or even a strategy. It's a life-sized cut-out of Channing Tatum in your hotel room. It's a "good luck" card signed by every hotel employee when you check in for a big interview the next day. And sometimes, it's getting a great bottle of Oregon Pinot Noir sent to your house when you post a great snap from wine hour on Instagram. Kimpton Hotels & Restaurants have become a beloved brand by delighting their guests for over 35 years, and Maggie will share how a culture is paramount to delivering on a brand promise of delight.

Presented at Delight 2016 by Maggie Lang, Kimpton Hotels & Restaurants
http://delight.us/conference

Published in: Design
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Delight 2016 | Delight is not a Campaign — Maggie Lang

  1. 1. DELIGHT IS NOT A CAMPAIGN Maggie Lang Sr. Director, Guest Marketing Kimpton Hotels & Restaurants @maggielang @kimpton
  2. 2. “Surprise is like crack for your brain …”
  3. 3. SURPRISE VS. JOY
  4. 4. “LET’S ORDER LUNCH …”
  5. 5. CAMPAIGN VS. CULTURE
  6. 6. ENGINEER THE UNEXPECTED: IT IS THE RIGHT THING TO DO
  7. 7. DELIGHT CAN GO IN MANY DIRECTIONS
  8. 8. DELIGHT BRINGS SMILES. DELIGHT CREATES LOYALTY.
  9. 9. BRING STORY TELLING INTO YOUR CULTURE
  10. 10. HOW CAN WE GET STARTED? • It starts with you. Start today. • Engage your leadership in conversations. • Invite speakers from brands that do it well. Get inspired. • Tap into what motivates your leadership team. • Publish and socialize small successes. It’s infectious. • Invite feedback from your customers. Be open.
  11. 11. THANK YOU

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