Marketers, executives and agencies across the world are busy crafting strategies that revolve around delighting their customers. Yet, brands still struggle to deliver on the promise. Delight is part of something much larger than a campaign, or even a strategy. It’s a life-sized cut-out of Channing Tatum in your hotel room. It’s a “good luck” card signed by every hotel employee when you check in for a big interview the next day. And sometimes, it’s getting a great bottle of Oregon Pinot Noir sent to your house when you post a great snap from wine hour on Instagram. Kimpton Hotels & Restaurants have become a beloved brand by delighting their guests for over 35 years, and Maggie will share how a culture is paramount to delivering on a brand promise of delight.
About Maggie Lang
Maggie Lang is a highly effective and contagious thought leader and change agent, with marketing experience from Fortune 500 brands like Walgreens and United Airlines. For the past five years she has called Kimpton Hotels & Restaurants home, where she led the popular boutique hotel chain’s efforts to innovate in travel loyalty by developing and launching Kimpton Karma Rewards, a unique program that recognizes and rewards relationships, beyond just transactions. “I don’t believe in business as usual,” Maggie says. “Let’s shake things up. Let’s be disruptors, change champions, beloved brands and upstream swimmers. Let’s think, advocate for and BE different.”