Does it make sense to get birthday wishes from a hotel that you stayed in over a year ago?
Today was the nth re-celebration of my 29th birthday and I have been getting many birthday wishes from friends and acquaintances. Thanks to all of you. Social media makes it so easy to reach out (and remember to reach out.)
But I have also been getting birthday wishes from many unlikely sources, including a hotel that I stayed at over a year ago. And I hope I never have to stay there again. It was a 2-star hotel holding itself out as a 4-star in dire need of renovation. I don’t think it has really been a 4-star hotel for a few decades. I guess now that they have my email, I will always smile every year when I think about that hotel. I also received birthday wishes from a social community that I don’t pay for and a discussion forum that I gave up long ago. It really shows, that if you don’t have a real connection to a brand, don’t send things that should have meaning but really don’t. You definitely will deliver a negative brand experience and generate no ROI. Now if they had done some analysis of my behavior and use of their service, I might have had a different response.
Now on the other hand, if I got a happy birthday from the Ritz Carlton in Kuala Lumpur or the Nikko, that would be something I would want. Especially if it offered me a really nice, free something. I would definitely do everything I could to make sure I stayed there on my next trip.
Let me know what you think.
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