Treat your web visitors like guests

If you are looking to engage your audience, don’t treat them like customers treat them like guests. Welcome them with open arms, make them feel special.

Special. That’s exactly how I felt at the Citizen M Hotel in London. The lobby was a cozy living room full of comforts. A fireplace. Big comfortable chairs. Books on art, fashion, design and architecture.  Free wifi.  A pleasant and helpful staff. The list goes on.

Every room has a king size bed, great shower and a tablet. The tablet is also a remote. Adjust the lighting, set the alarm, watch movies, listen to the radio, surf the internet. Everything at your fingertips. Turn on a movie and the window shades close to prevent reflection from the sun.

Citizen M feels like a friend with fun personality. Instead of standard hotel stationary, there was a small pad in my room with the message: “great fiction, works of art or rude poems – they all start here.” Enter the elevator and you will see a whimsical video of people sitting around the table. Every ride it’s a different group of people. Just enough to make you smile.

Citizen M is more than a place to sleep.  It is a place to feel special. Like any good host, Citizen M set out to create a great experience for their guests. In the process, they redefined the hotel experience.

Takeaway    Every square meter at Citizen M was designed for guests to feel great. On your next web project, you can design a wonderful user experience for your guests. It requires attention to detail and a total focus on others.

Like this post?  Share it.  Written by Don Seidenberg

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