Sunday, October 26, 2008

All Aboard the Customer Experience

A few weeks ago, we took a much-anticipated vacation out West. We'd made our reservations months before and couldn't wait for the best part of the trip - a train ride to the South Rim of the Grand Canyon. Before our Google search, we'd never heard of the Grand Canyon Railway...but now it's a company that'll be tough to forget.
The Grand Canyon Railway has figured out the secret to a successful customer experience. The brand is everywhere - the artwork in the hotel and on-site restaurant, the train tickets and meal vouchers, the Wild West shootout before the train ride, the photo opp for all passengers with the historic steam engine (available for purchase, of course, on your return trip), the period musicians that perform during the ride, the labeled water bottles handed out to each passenger before disembarking the train, the champage toast and even the "robbery" on the return trip to Williams, AZ. The company had thought of every possible brand touchpoint.
And the best part of it all, we're now blogging about it - with a word of mouth recommendation for you to consider the Grand Canyon Railway for your next family vacation.

1 comment:

Alex alexy said...

This is a good example of the company understanding customer experience. The Grand Canyon Railway not only supplies wonderful service but knows to advertise itself and causes the customers to advertise the company.