Below is an Autogenerated Transcript

Innovate to increase the loyalty of guests. They came up with hundreds of ideas. They had a contest, every resort competing with every other resort, who’s got the best idea. 

Let me give you one of the ideas. If you take your family on vacation somewhere the likelihood that you will go back to the same place next year is very low. Two years, three..maybe four… five… Yeah, if you had a good time you might go back. So they went back into their records four and five years before looking for customer complaints. They went on Trip Advisor four and five years before, and found the people who put on one-star, two-star reviews, Ouch. And they reached out to those people personally. “Hello Mr and Mrs so and so, I’m the new general manager at Lux Resorts in Mauritius. I’m calling because I noticed in our files that you were here with us five years ago and unfortunately there was an unpleasant experience. I’m calling to apologize” That was five years ago. “Yes I know but it still matters to us and we’ve changed, we’ve improved, we’ve stepped up, we would love the privilege of welcoming your family back.” Is this a real call or is this a joke “No ma’am it’s real. We care about you and your family and we know that we disappointed you last time. Please could we have the privilege of welcoming your family back on your next vacation? No, we cannot give you a free vacation. But if you will choose our resort to come back we’ll gladly give you a couple of extra nights, we’ll be delighted to upgrade your family into a very nice room category, and we can arrange a special dinner on the beach for you and the kids”. And these people were so blown away that somebody would reach out five years later to extend that invitation. 

Do you know what they did? They went and they had an incredibly good time. And because they were the ones that put the one and the two-star reviews on TripAdvisor they were the only ones who could take them off. And they did and they replaced them with beautiful five-star reviews and so the ranking on TripAdvisor kept going up and going up. And that meant more demand and that meant they could charge more and that meant that the rooms were more full and that meant that they were making more money. Got it?