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Turn the boring into an experience worth talking about

Virgin America’s marketing chief Porter Gale had great advice about creating a word of mouth experience at every moment of customer interaction. We were on a panel together and she said (with my paraphrasing):

We’ve got people in a confined space for hours, we’ve got their attention, they’re at their laptop, and we’ve given them wifi. Let’s figure out how to give them remarkable experiences that they will share. So we fill the in-flight time with things worth talking about.

Think about this: Every flight is an opportunity for hundreds of people to share their love of the company — if you give them something to love. (This isn’t a recommended strategy if you have hundreds of unhappy confined customers with wifi.)

Example — the fascinating inflight safety video:

More good thoughts on this from Mark Hurt’s fantastic Good Experience blog.

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Comments

  1. Rishi October 4, 2010 at 12:49 pm #

    I’ve learned more about flight safety in this video than in all my years flying combined. The content is identical. The presentation couldn’t be more different.

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