Content is King, but Customer Experience is Everything

I came to this quote, and it made me think a lot about the real meaning of Customer Experience...

Some weeks ago, I was with my wife in Mauritius and stayed at the Attitude Hotels, specifically the @SunriseAttitude; since then, we haven't stopped talking about the great and unique experience . We became lovers of the hotel chain, and this experience is just worth sharing.

Why was this experience so impactful?

Here you have my highlights:

The hotel is lovely, and we felt really spoiled during the stay. The service was exceptional; we have traveled to many places and never found such kind, respectful and friendly people. It is clear that the whole staff is extremely well trained, and is passionate about their job.

One exciting aspect is that they did not have TVs in the rooms, as they have an activity concept which we could profit from. It was filled with an attractive program of daily activities, from CrossFit, meditation, and yoga to snorkeling trips and parties at night, among others.

One of the most outstanding concepts I have seen in a hotel is their "Otentik Experiences," allowing you to feel and learn about Mauritius and its culture:

1. "Otentik Dinner," a true highlight, together with a group of eight guests, we went to the home of one of the waiters from the hotel. They prepared the transportation, and for a small fee, they took us to his house; his mother cooked for us local food, which we ate with our hands, which was terrific. The family was proud to have us there, showing us their rum and typical meals. Right after we finished our meal, the mother called all girls and dressed them in local clothes so that they could experience how it felt. It was just incredible.

2. "Otentik Music" was an excellent opportunity to discover local music, see typical dances, hear amazing bands, and enjoy own-created cocktails.

3. "Otentik Fooding," the chef of one of the restaurants, prepared an express course of local cuisine using ingredients from the region and taught us how to make the "Mauritian cari (curry)," which was extremely tasty and even self-made :-)

4. "Otentik Bazar" is a small shop with local products supporting regional entrepreneurs with clothing, cosmetics, souvenirs, and others.

Creating unique experiences is not always easy; one example is their "otentik dinner." I was amazed by the concept but even more, after discovering their hurdles. The authorities went to the home of this waiter to ensure that they could comply with the hygiene rules, that they had enough space to host people, and clean and proper toilets, among others. It was a process of months until the concept was approved. Still, since then, they have been making it twice a week, and they are always fully booked and provide something no one else is doing.

A further example is in the mornings, a line of employees waits outside the main restaurant to greet guests, and you feel this warm welcome. Of course, it was learned though it became a ritual, which feels really good.

To make the experience even rounder, they are one of the few full sustainable hotels, and you feel they are enormously proud of it. No plastic, supporting local sustainability organizations, and spreading knowledge among employees, partners, and guests.

A beautiful close on the complete experience, they actively ask for feedback, listen carefully, and take it seriously.

If someone questions whether I would recommend the Sunrise Attitude in Mauritius, the answer is clear! YES!!! And the yes is not the hotel by itself, but the experience you'll have. Giving the highest priority to the Customer Experience is what builds true brand lovers and ambassadors.

#mauritius #customerexperience #cx #sunriseattitude