Comments on: Bathrooms and Customer Experience

By: minnie

minnie — Tue, 30 Mar 2010 17:42:36 +0000

Well, bathroom really is very important part of customer experience but not many remembers about it. Nice and clean bathrooms rock;)

By: Dan Ness

Dan Ness — Mon, 15 Mar 2010 16:39:11 +0000

Becky, great topic once again.
I remember on a visit to Hong Kong in the late ’80s, retailers would disparagingly call the Hong Kong Tourist Association the Hong Kong Toilet Association. Turns out that the HKTA focused retailers on tourist’s biggest complaint – unpleasant, unclean, unsanitary, and otherwise uncomfortable bathrooms.
It made a huge difference in customer satisfaction, and even the travel guide books mention the facilities in guiding customers.
In my surveys of consumer behavior and customer satisfaction, it’s often the most-memorable incidents (good or bad) that make the difference. The bad ones seems to make the best stories that people like to tell others about, whether in person or through online social networking be it twitter or facebook.
I won’t describe the conditions that even this hardy camper didn’t enjoy, so just use your own imagination to consider how it might be on a hot, steamy, tropical day.
After all, I went there for sight-seeing, not for smell-smelling.

By: Office Cleaning Edinburgh

Office Cleaning Edinburgh — Fri, 20 Nov 2009 16:22:46 +0000

When customers see dirty, filthy bathrooms, this obviously does not help to create good customer expercience. Apart from being clean and tidy, I always appreciate when there are flowers and candlelights, just to make everything look a bit more comfortable.

By: cheap bathrooms

cheap bathrooms — Fri, 06 Nov 2009 14:56:24 +0000

“Bathrooms and Customer Experience”

Thanks for sharing

By: MAS

MAS — Tue, 03 Nov 2009 16:37:58 +0000

Loved the Disney reference!

Disney gives incredible attention to even the most minute portions of the customer experience and rarely misses an opportunity to establish creative branding.

Creative branding is also the local businesses key to success, but few realize this or make an attempt to make a branding statement.

By: Jeanne Byington

Jeanne Byington — Sat, 31 Oct 2009 17:53:07 +0000

I loved the Italian lessons in the restaurant bathroom concept!

I wish that places that deal with food would be aware of your bullet point re. cleanliness. It’s shocking how many don’t!

By: Zane Safrit

Zane Safrit — Sat, 31 Oct 2009 13:14:35 +0000

I agree with C.B. This post rocks.

In a public retail environment a bathroom tells the truth about that brand and their commitment to their customers. It seems obvious. But then again, so much of customer service seems obvious and obviously true. So, then why do so many brands lose connection with these truths and then their customers and employees?

One good thing that results are great posts like this.

Thanks.

By: C.B. Whittemore

C.B. Whittemore — Sat, 31 Oct 2009 03:56:04 +0000

Becky,

This blogpost ROCKS! I love the photos, the details [especially the Mickey ears on the shampoo!], and the sound advice you offer for making the bathroom experience an absolute customer rock! experience! [I had forgotten about the Marcaroni Grill Italian lessons.Another great examples].

Thanks for being part of Bathroom Blogfest and making this year’s event such a success.

Best,
CB