How Popsicle Hotline smashed 2,500 five-star reviews for a hotel in LA | Cemoh Marketing Show

Summary

In this engaging video, Simon from CMO delves into how the Magic Castle Hotel in Los Angeles achieved over 2,500 five-star reviews on TripAdvisor, ranking it as high as second among 400 competitors. Despite its average appearance and rooms, the hotel distinguishes itself with unique customer experiences, such as the memorable 'Popsicle Hotline', where guests can request ice pops delivered poolside by a butler. Additionally, the hotel offers complimentary snacks, entertainment, and laundry services, creating lasting impressions through small, impactful moments that turn guests into vocal advocates.

Takeaways

• 💻 The Magic Castle Hotel in Los Angeles utilizes unique guest experiences to garner high TripAdvisor ratings, ranking as the seventh-best hotel in the city as of January 2021.
• 🍓 A distinctive feature of the hotel is the 'Popsicle Hotline', allowing guests to order free popsicles delivered poolside by a butler, creating memorable experiences.
• 🍭 Beyond popsicles, the hotel offers complimentary snacks, movies, and board games, enhancing the value of the stay.
• 🎯 Engaging entertainment options, like magicians in the lobby, contribute to the hotel's appeal and guest satisfaction.
• 🌟 The concept of 'defining moments' like these is highlighted as a strategy to convert guests into enthusiastic promoters and repeat customers.
• 🎬 Free amenities such as laundry service with a personal touch, like a sprig of lavender, differentiate the hotel from competitors.
• 🎲 The importance of creating impactful moments at various points in the customer journey is emphasized as a key to lasting impressions and loyalty.
• 🛍 The hotel's strategy demonstrates how focusing on small, thoughtful details can significantly enhance customer perception and satisfaction.
• 📚 The narrator encourages businesses to identify and leverage their own opportunities to create similar peak moments for their customers.
• 📲 The video concludes with a call to action, encouraging viewers to subscribe for more insights into marketing, business, and branding.

Q & A

What is the Magic Castle Hotel known for in Los Angeles?

The Magic Castle Hotel in Los Angeles is known for creating defining moments for their customers, like the popsicle hotline, to help create lasting memories of their stay.

How did the Magic Castle Hotel rank among its competitors in Los Angeles as of January 2021?

As of January 2021, the Magic Castle Hotel ranked as the seventh best hotel in Los Angeles and once made it higher as number two out of 400 competitors.

What unique feature does the Magic Castle Hotel offer by the poolside?

The Magic Castle Hotel offers a unique feature called the popsicle hotline by the poolside, where guests can request an ice pop in their favorite flavor to be delivered by an English butler with white gloves on a silver platter.

What are some of the free amenities provided by the Magic Castle Hotel?

The Magic Castle Hotel provides free snacks including full-size Snickers, M&M's, Reese's Peanut Butter Cups, and potato chips, along with free movies, board games, and a laundry service that includes washing, drying, folding, and delivering back to the guest's suite with a sprig of lavender.

How does the Magic Castle Hotel transform customers' perceptions with its services?

The Magic Castle Hotel transforms customers' perceptions by focusing on creating simple but impactful moments along the customer journey, such as the popsicle hotline, which turn into memorable experiences that customers are likely to share and remember.

What architectural history does the Magic Castle Hotel have?

The Magic Castle Hotel was converted from an old apartment block built in the 1950s, and it features pretty average rooms and decor.

Why do customers highly rate the Magic Castle Hotel despite its average physical attributes?

Customers highly rate the Magic Castle Hotel because of its exceptional service and the unique, memorable experiences it offers, like the popsicle hotline, rather than its physical attributes.

What lesson does the Magic Castle Hotel teach about customer service?

The Magic Castle Hotel teaches that creating simple but impactful moments along the customer journey can significantly enhance customer satisfaction and loyalty, often turning customers into advocates who share their positive experiences.

How do the amenities at the Magic Castle Hotel contribute to its high TripAdvisor ratings?

The amenities at the Magic Castle Hotel, such as the free snacks, movies, board games, magic shows, and the unique popsicle hotline, contribute to its high TripAdvisor ratings by providing guests with exceptional and memorable experiences.

What is the significance of the popsicle hotline in the context of the hotel's marketing strategy?

The popsicle hotline is significant in the hotel's marketing strategy as it exemplifies how a relatively low-cost service can create a defining moment for guests, leading to high customer satisfaction and positive word-of-mouth, which are key drivers of the hotel's success.