Everyone always says it’s the little things that count. Holding doors for people, sending Thank You cards, wishing someone a Happy Birthday. It can put a smile on someone’s face, make them feel appreciated, and brighten their day – and who doesn’t love brightening someone’s day? These gestures seem to have escaped companies, especially big brands. They usually get the big stuff – retailers offering sales on end of season merchandise; giving out coupons online; even rewarding customers in certain cases (Rogers is in the middle of their annual customer appreciation event right now). But even those gestures are simply discounting or giving away their product en masse, usually to people who are already loyal customers. Yes, it creates goodwill – but does it make people more loyal, and do they talk about it to their friends? Probably not. And is it a person-to-person interaction from the brand to the consumer? Absolutely not. My friend Saul Colt recently lamented about brands not wishing him a Happy Birthday (we know they have the data!), and loyalty programs giving things away with restrictions – and it made me think about how brands try to connect with customers, but don’t have any sort of individualized approach.
That’s why I was so blown away by a recent interaction with a business in New York City. I first came across the Roger Smith Hotel earlier this year when my boss Sarah Prevette started staying there on her frequent trips to NYC. She told me that the hotel had a unique approach to building community and using social media, and because of it had because “the” place to be for social media-savvy jet-setters. I had the chance to stay at the RSHotel for a week at the end of August, and was immediately welcomed into the community. Their efforts in the space are led by Brian Simpson and Adam Wallace, two of the nicest guys you could ever meet, and people I’m now proud to call friends. Adam and Brian realized a few years ago when social media started to take off that it wasn’t just online businesses that could benefit from the tools – traditional businesses could use them in unique ways too. So much like GaryVee used social media to revolutionize the wine industry, the RSHotel guys are using use social media to revolutionize the hotel industry. They’ve harnessed tools like Twitter, YouTube, and Flickr to create a vibrant community of guests from around the world – and they do it through hosting events, facilitating introductions between like-minded guests, and being a hub for social media activity (video shoots, interviews, conference after-parties). But the reason they’re so successful isn’t just because they “get” Web 2.0 tools. It’s because they genuinely care about their community, and the guests who stay at the hotel. I was in NYC for Audience Conference last

The note from Brian and Adam
week and I stayed at the RSHotel (natch). A few things about my stay were remarkable: first, I received a Tweet from the hotel as soon as I checked in saying they saw me walk by. Now, I ask you – when’s the last time anyone at a hotel remembered you, let alone Tweeted you? Second, while I was checking in I met Julie Anderson and Ezra Butler, both conference attendees and now both friends. It’s not common to attend a conference and make friends before you even hit your hotel room – but that’s the way it is at the Roger Smith. Third, and most importantly – when I arrived at my room I found something extraordinary waiting for me: a bottle of wine and a handwritten note from Brian and Adam. Among other things it said “your support and commitment to the Roger Smith Hotel family is amazing. With all the choices you have in NYC – we truly appreciate your business. Have a wonderful stay – Brian and Adam.” Well, my jaw dropped. Not only did I already feel at home at this hotel, they just went above and beyond any “required” hospitality. The note was a small thing, but it has increased my loyalty (I would never stay anywhere else in NYC), makes me talk about and recommend the hotel to anyone I know who is heading their way, and makes me respect the way they value their community.

Brian Simpson & Adam Wallace talking about the Roger Smith Hotel's community at 140Conf in LA - Photo by C.C. Chapman
The bottom line: if you’re a traveller, I recommend you stay at the Roger Smith Hotel. And if you’re a company, big or small, I recommend you learn a thing or two from Brian, Adam and the rest of the team. Doing things on a big scale for your customers or community is great – but making them feel individually special will go so much further. Make sure you pay attention to the small stuff – it’s what creates a loyal community, gets people talking, and creates valuable, meaningful relationships.

There are so many ways a company can get you to notice their product – traditional advertising, contests, coupons, press coverage, launch events..the list goes on. Until recently these tactics were just about the only way to reach consumers, and allowed for one-way dialogue – from the company to the consumer, and (the company hoped) from the consumer to other consumers. But if you’re like me you’re getting savvy to traditional brand messages. You fast-forward through the commercials when you watch your favourite shows on PVR. You don’t click through banner ads on websites or pay attention to the ads on Facebook. You rarely open newsletters from companies, unless they have information that’s valuable to you at that moment (the 




This led me to think about music and the effect it has on people. It’s so common for a song to come on the radio or an iPod and for someone to say “Oh I love this song! It reminds me of <insert high school memory here>.” Songs are equated with events, people, and emotions – they can conjure up a feeling, and bring you back to a moment in time or a phase in your life (whether that’s a good or bad thing). I started thinking about some of the songs that remind me of the milestones in my life, and the songs that transport me back to a different place and time. So below is the soundtrack of my life (in no particular chronological order) – it’s at times embarrassing, and at times indicative of the ’90’s pop obsession I had growing up – but that’s the thing about songs: you don’t choose them, they choose you – like it or not.













