CX Stories

Amazingly SHOCKING Customer Experience Story: Opryland’s ‘alarming’ CEx!

Written by Sonal Jaiswal | Evangelist, Customer Guru

Every company owes a major part of its success to its customers. Keeping them in good spirits and making them feel indispensable is one of the key factors for an amazing customer experience. Just doing those little things and ensuring that the customer feels loved and cared is all that is required to transform a good customer experience into a great one. All of us can learn a lesson or two about wowing our customers from Gaylord Opryland Resort that went the extra mile to put a beautiful and lasting smile on its customer’s face! Read on…

In 2012, Christina McMenemy visited the Gaylord Opryland Resort, Nashville, Tennessee as part of the BlissDom conference for bloggers. She was a regular customer of the resort, staying there for the past 2 years for the same conference. The first time she attended the conference, she was totally smitten by the mellifluous music that played in her hotel room. She soon realized that the room was equipped with an alarm clock that played the music. “After a long drive to Nashville, the gentle wood flute and nature sounds were so soothing that I nearly fell asleep while relaxing on my bed. That entire weekend, I continued to notice how relaxed I felt while that music was softly playing in our room.”, she expressed in her blog.

Now, that spa-like soothing music was so relaxing that she began obsessing over owning one of those alarm clocks. So, before leaving the resort, she asked the staff where she could purchase one and was told that she’d be likely to find them at any of the stores. She promptly made a note of the model number but unfortunately, her search proved futile. She wasn’t able to find it in any of the stores.

When she visited the resort the next year for the same conference, she noticed new alarm clocks but heard the same soothing spa-like music again. The obsession with the tune drove her to hunt for the clock that year too, but she realised that it wasn’t an easy fetch. Apparently, those customized clocks were made only for Gaylord Opryland.

When she returned to the resort for the third year, she was delighted to find the clock again. This time, she turned to Twitter to ask for some help. Here is the tweet:


A prompt response came from the resort’s side. Here it is:


Here was Christina’s reply to it:

3After the tweet, she went to attend the closing night of the conference, forgetting all about the clock. But, when she returned to her room, she was astonished to find two clock radios with a wonderful hand-written note on one of them that read, “Christina, Thank you for following us on Twitter. We hope you enjoy these spa sounds at home. If you need anything, please let us know. Sincerely, Elizabeth, Nick & Tori.


Her happiness knew no bounds when she learnt that Opryland had understood her dire need for this particular ‘sleep inducing machine’ and gifted her one. Like any grateful customer, she promptly shared it across social media, making it one of the most talked about customer experience stories.

Isn’t this a delightful story that reinforces our belief that it is actually the little things that matter? This wonderful story teaches us that you can buy love only by giving love. Period. When companies invest millions in ads that stage love, the least they can do is truly listen to their customers and do all they can to keep them happy. Opryland was successful at that, and how! Here is a picture of an absolutely delighted and loyal customer. That big smile on her face tells it all. We know she is going to be a loyal Gaylord Opryland customer for her life!


Got similar mind blowing customer experience stories to share? Do not hesitate to share them in our comments section below!

Story Source: A crazy example of great service

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