Technology gimmicks – can they improve the customer experience? | Reading room | TMI - Experts in Customer Experience

Technology gimmicks – can they improve the customer experience?

Technology gimmicks – can they improve the customer experience?

What a sweet piece of technology that improves the customer experience in an Australian hotel lift. It really made us smile. 

Picture the scene: you're in the elevator going up to your hotel room, Elvis is singing Are You Lonesome Tonight when the door opens and another guest slips in. Eyes straight ahead, you've just settled into ignore the stranger mode when the elevator music switches to Just the Two of Us. Awkward? Yes. Coincidence? Not at the QT Sydney where the lifts are 'interactive installations'. The songs are selected from the hotel's own set-list and triggered by the number of bodies occupying the space via a custom built software which selects a song that corresponds to the number of passengers, time of day, and presumed 'mood'. A solo passenger, for example, gets Eric Carmen’s All by Myself. Two people get James Taylor's You’ve Got a Friend. The more people fill the space, the livelier the music gets. 

 

 

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