Entrepreneur

The Power of a Cookie

Hilton's Doubletree hotels give every guest a warm chocolate chip cookie when they check in. Each day, they hand out a whopping 75,000 cookies to their guests. What's interesting is that 34% of these guests go on to tell their friends about this sweet gesture.

As a result, there are 25,000 stories being told about Doubletree hotels every day because of these cookies. And the best part is that it only costs Doubletree 20 cents to make one cookie.

The strategy of giving away a cookie has led to

1. Memorable Customer Experience

Providing a small, unexpected treat like a warm cookie can have a big impact on the overall experience for guests. It shows that the hotel cares about making guests feel welcome and comfortable.

2. Word of Mouth and Marketing

Word-of-mouth marketing is a powerful tool. When guests tell their friends about the cookie, it acts as free, positive advertising for the hotel along with a positive brand image. This can lead to more people considering Doubletree for their stays.

3. Low Cost, High Impact

The cost of making a cookie is relatively low (only 20 cents per cookie). This practice demonstrates that creating memorable experiences for customers doesn't always have to be expensive. Sometimes, small gestures can go a long way.

4. Repeat Business

Guests who have a positive experience at a Doubletree hotel, often linked to the cookie, may be more likely to choose Doubletree for their future stays. This can lead to customer loyalty and repeat business.

5. Competitive Advantage

Practices like this can set Doubletree apart from competitors in the hospitality industry. It highlights the importance of finding unique ways to differentiate your business in a crowded market.

6. Customer Satisfaction

Small gestures that make guests happy can contribute to high customer satisfaction scores and positive online reviews, which can attract more guests in the long run.

This is how a cookie turned a hotel chain into a $38,000,000,000 billion-dollar empire.