Posts Tagged ‘touchpoint’

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.