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Combining Hi-Tech with Hi-Touch to create a Rememorable Experience

Updated: Jul 10, 2023

I witnessed this experience about two years, and since we are starting to come out of the Pandemic, I thought this would be a good time to bring this story back as it talks about you can combine both hi-tech (convenience) with Hospitality (personalized service) to create a rememorable experience…from an airline.

I was flying to Memphis to work with an association’s board of directors. On the way to Memphis, I saw this convergence of “Hi-Tech” and “Hi-Touch.”

Toward the end of the flight, the senior flight attendant was walking up the aisle and stopped at the row directly in front of me. He was holding his smartphone in one hand and looked to be on a mission. He came up to the passenger in 15 B, greeted him by his name, and proceeded to thank him for being a LOYAL member. How did he know this? In his hand was the “convenience”, the data in his smartphone. This data showed him the information he needed- name, where he was sitting, and that he was a Frequent Flyer. Now, he could have easily sent him an email or even a text to say “thank you.” But he decided to use the “Power of Hospitality” and make a personal connection. By doing this and thanking him he left a memorable impression on the passenger and his wife. How do I know this? After the attendant left him, he turned to his wife and said, “That’s never happened to me before. That was classy.”

Later, I asked the Flight Attendant, Pedro, what that was all about. What he did was something simple, but heartfelt. He took the time to make that personal/emotional connection while utilizing the technology that almost all of us now have at our fingertips.

He mentioned to me that it is all about connecting with his customers and thanking them for flying with his airline. He said, “They are paying my salary and I want to let them know how much I appreciate their business.”

I couldn’t have said it better myself, Pedro. Thank you (Delta Airlines) for understanding what the Power of Hospitality is all about.

How are you combining the ever-changing power of “Hi-Tech” (convenience) with the power of Hi-Touch & Hospitality (making those personal connections) to create those Rememorable Experiences? Why Rememorable? Well, it's been two years and I am remembering that story and experience like it was yesterday. That's the power of a Customer Experience that you don't forget.

Bob Pacanovsky is a Keynote Speaker and Strategic Trainer

who works with organizations that want to deliver the highest levels of Hospitality and Service Excellence so that they can attract and retain more clients and employees

How? By giving them the tools to deliver The Black Tie Experience!

To learn more, and to book Bob contact him:

Call (330) 352-6084 or email

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