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. Presented at Delight 2016 by Maggie Lang, Kimpton Hotels & Restaurants http://delight.us/conference

1. DELIGHT
IS
NOT A CAMPAIGN
Maggie Lang
Sr. Director, Guest Marketing
Kimpton Hotels & Restaurants
@maggielang @kimpton

2. “Surprise is like crack for your brain …”

3. SURPRISE VS. JOY

4. “LET’S ORDER LUNCH …”

7. CAMPAIGN VS. CULTURE

9. ENGINEER THE UNEXPECTED:
IT IS THE RIGHT THING TO DO

11. DELIGHT CAN GO IN MANY DIRECTIONS

13. DELIGHT BRINGS SMILES.
DELIGHT CREATES LOYALTY.

16. BRING STORY TELLING INTO YOUR
CULTURE

17. HOW CAN WE GET STARTED?
• It starts with you. Start today.
• Engage your leadership in conversations.
• Invite speakers from brands that do it well. Get inspired.
• Tap into what motivates your leadership team.
• Publish and socialize small successes. It’s infectious.
• Invite feedback from your customers. Be open.

18. THANK YOU