Bad Coffee in Good Hotels

I do always enjoy a good breakfast in a hotel, and nowadays to me it seems that with one or two notable exceptions (thank you Buenos Aires) there is not always such a great difference between what is on offer, independently from the quality of the hotel. As I was drinking a very disappointingly weak excuse of a cuppa in our final hotel in Teddington, I came to realise that what really makes a difference to me is the coffee.

No matter how good the other aspects of a hotel is for me, what leaves a lasting impression is the feeling I get from starting my day with a great cup of coffee.

This may seem like a trivial point, but I really think there is something significant to learn about customer experience design. A hotel simply is not able to offer a five star experience at three star prices, and neither should it try. However, what makes the difference between a good experience and an exceptional experience can often be found in one small detail. Continue reading “Bad Coffee in Good Hotels”