The value is in the details

An hotel in the charming city of Oporto (disclosure: it’s my hometown and I love it!) offers to guests a map of the city center carefully designed plus a small booklet to write down some memories from the stay such as “my favourite place in the city is…”. It’s a small (and I’m guessing not that expensive) treat, but one that shows some creativity and a vision when it comes to customer service.

In customer experience, the devil value is in the details!

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