Coffee Break Customer Engagement

The Hyatt Regency in Atlanta is well known for being a popular, high-end business travel hotel. With so many business clients coming in and out every day, the hotel’s restaurant often experienced long line-ups for coffee every morning before executives headed out for their daily meetings. While these clients were used to the wait, Jin Pyen, the hotel’s Travel Sales Manager saw this as an opportunity for a creative way to increase customer engagement.

Once she spoke with an executive committee, Jin introduced the first official “Java with Jin” by setting up a table with free coffee and seasonal snacks for guests looking to avoid the early morning rush. Jin spent an hour at the table, watching guests become pleasantly surprised by the free offerings, while engaging them about what they liked and disliked about their stay at the Hyatt.

By the end of the hour, Jin had obtained highly useful information about what guests thought about the hotel, established several important business connections and had greatly improved the morning of everyone who had joined her for a complimentary coffee.

Management at the Hyatt was so impressed with Jin’s findings, they made “Java with Jin” a regular occurrence every Wednesday from 7:30 – 8:30am and in 10 months, generated an estimated $38,000 ROI from Jin’s findings through personal communication and by getting first-time attendees to fill out a service form.

Although the coffee session is a highly innovative idea, it’s really just based on the simple idea that if you don’t ask, you won’t know.

For the original article, check out Incentive Mag.

Human behaviour has been a constant source of fascination for Adrienne. From university through each step of her career it’s been the common thread – first leading her to event and incentive management and ultimately to providing strategic consultation on employee productivity and business effectiveness. Adrienne knows from experience that collecting and distilling information is essential to generate insight. She views this process as a necessary discipline for all organizations seeking to elevate employee engagement and performance results. Adrienne is a sharp strategic thinker with a keen attention to detail. Her extensive expertise in employee engagement and corporate communications allows Adrienne to deliver strategic recommendations that energize businesses and generate results. Adrienne was the chief catalyst and founder of Dentsu Canada Inc’s Employee Engagement and Meetings & Events division. She has produced results for clients like Lexus, EMI Music Canada, City of Brampton, Toronto Hydro, Cognos Incorporated, National Bank of Canada, Shoppers Drug Mart, Sobeys, Computershare and UNICEF.

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