Shopper Marketing and Customer Experience Management

we believe it takes an inspiring story to make people buy

Joshie the giraffe’s vacation at Ritz Carlton

The Hurn family went on vacation and left behind their son’s beloved stuffed animal, Joshie at the Ritz Carlton Amelie Island. Riley, the family’s child was notably upset at the loss of his favorite toy giraffe.

“Joshie is fine,” Chris said to his son. “He’s just taking an extra long vacation at the resort.” Riley seemed to buy it, and was finally able to fall asleep, Joshie-less for the first time in a long while.
That very night, the Ritz-Carlton called to tell us they had Joshie. Thankfully, he had been found, no worse for wear, in the laundry and was handed over to the hotel’s Loss Prevention Team.

The magic was when dad Chirs Hurn asked if the hotel would mind taking a picture of Joshie on a lounge chair by the pool to substantiate a little white lie that he’d told his son.

Joshie came home with Ritz-Carlton-branded “goodies” (a frisbee, football, etc.) AND a storybook binder detailing Joshie’s extended vacation, including photos at the spa, the pool, with the resort’s parrot and even a honorary security badge from the loss prevention office.

joshie the giraffe

joshie the giraffe   joshie the giraffe joshie the giraffe

joshie the giraffe

Will the Hurn family choose any another chain on their next vacation?
Will they tell this story to more people?

Guess the NPS of Ritz Carlton?

Read more of this story:


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