I spent my weekend at Great Wolf Lodge. If you’re not familiar with Great Wolf Lodge, it’s a family indoor water park resort. It’s loud, chaotic, slippery, and dangerous. Kids love it. As I tried to calm my over-protective parent nerves, and rest my chlorine-irritated eyes, I did realize several important lessons.
The perfect customer experience should sometimes include customer controls
I think sometimes when we imagine perfect customer experiences we envision a world where the customer controls the “when, where, what, why, and how”. But the truth is, we the customers don’t always know what will create the best experience for us. The resort has a very impressive process in place, both for patrolling and safety, as well as enjoyment. I felt my children were looked after and that their care was always the first priority. They were even good about recommending activities based on arrival and departure dates. It would be a shame to have that glitter tattoo wash off on day 1.
Control is not always a bad thing, as long as the positive experience of the customer is a priority.