Guest Obsession at Creran Celebration

At Creran Celebration Etherington & Creran Funeral Homes, we are unapologetically obsessed—with you, our guest.

This may sound bold, but it's not just marketing language. It's our guiding philosophy that shapes every decision we make, from how you're greeted at our door to the technology we use behind the scenes. Our mission is to ensure that every family and guest who walks through our doors feels cared for, understood, and gently supported through one of life’s most tender moments.

What Guest Obsession Really Means

In the business world, few have championed customer-centric thinking like Jeff Bezos, the founder of Amazon. His philosophy is clear: “We’re not competitor obsessed, we’re customer obsessed. We start with what the customer needs and we work backwards.”

That quote lives at the heart of everything we do at Creran Celebration.

We don’t measure success solely by logistics or checklists—we measure it by how you feel. Did the atmosphere put you at ease? Was your loved one celebrated in a way that felt authentic and beautiful? Were your needs anticipated before you had to ask?

This is what we mean by guest obsession.

Steve Jobs Had It Right

Another visionary, Steve Jobs, famously said:

“You've got to start with the customer experience and work backwards to the technology.”

That idea has deeply influenced how we’ve structured both our services and our space. We didn’t start with a tech platform and ask, “How do we fit families and guests into this system?” We started with your pain points—confusing paperwork, disconnected communication, stressful timelines—and then worked backwards to find tools and strategies that elevate the experience, not complicate it.

Our funeral home is a place where hospitality meets innovation—where tradition is honored, but not at the expense of comfort, simplicity, or emotional connection.

Designing for the Five Senses

We take a five-senses approach to the guest experience, inspired by the concept of embodied memory—the way our brains encode emotions through sensory moments. Here’s how we curate an experience that speaks to all five:

• Sight – Thoughtfully lit spaces, neutral color palettes, and a peaceful tone. Visual tributes and video memorials offer a rich, personalized tapestry of your loved one’s life.
• Sound – From carefully selected background music to customized personal playlists or live musicians, every sound is chosen to soothe, uplift, or reflect the story being shared.
• Smell – Clean, comforting scents—often subtle blends of fresh florals, soft wood, or warm vanilla—greet guests upon entry, calming the nervous system and grounding emotion.
• Taste – Our Creran Cafe’s include light snacks, pastry and warm beverages that invite guests to pause, nourish themselves, and feel welcomed. Our hospitality extends far beyond the expected.
• Touch – From soft, plush seating to the weight and texture of printed memorial items or immersive dimensional displays, every detail is designed to feel personal and tactile—never cold or clinical.
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Hospitality Meets Technology

We’ve embraced technology not to replace human connection, but to enhance it. Our systems allow families to:

• Collaborate online from anywhere in the country
• Share memories through personalized tribute pages
• Communicate seamlessly with our team
• Receive updates and reminders so nothing is missed

This hybrid of hospitality and innovation reduces stress, eliminates confusion, and makes space for what truly matters: being present with those you love.

The Experience Economy Is Here—and We’re Leading It

We’re living in what economists call the Experience Economy—a shift from conventional goods and services to memorable, emotional experiences. People aren’t just buying products anymore; they’re investing in how it feels to engage with a brand, business, or funeral home.

At Creran Celebration, we understand that a funeral is not a transaction—it’s a moment that becomes part of your family’s story and history. Every detail is crafted not just for function, but for feeling.

We’re not here to sell a service. We’re here to create a memory—one filled with beauty, connection, and comfort.

Final Thoughts



To be guest-obsessed is to see every detail through your eyes. To ask, "How would I want to be treated?" and then do even more than that. At Creran Celebration, guest obsession isn’t a strategy—it’s our standard.

We’re not just here to serve. We’re here to celebrate, to comfort, and to create something meaningful—together.

#crerancelebration #heartfelt