I've never been the snowbird type, but when an opportunity to steal away for a few days of sunshine was presented....I took it.
On our flight to Miami, I heard something that I had heard a million times, but never like this...and I liked it!
We booked with WestJet. I love WestJet not only for their great rates, but I'm also a big fan of their brand. I love their unconventional marketing showing "WestJet owners" aka flight attendants running after everyday business travelers to return their cell phone they left behind. The message being, "Why do WestJetters care so much? Because we're also WestJet owners."
After this flight, I actually believed it!
It just so happens that this was my second flight that week. The "other" airline I flew with is a good option, but let's just say, it's more than just price that sets them apart; it's their brand experience.
I won't lie, I travel enough that when the safety talk starts, I generally sink in my seat, grab my earphones and try not to get noticed. But as I struggled to find them, I heard something that made me want to listen; to tune in....life, inflection, humor and a genuine human connection.
The flight attendant asked "Is there anyone who have never flown before? You have no need to worry, this is the pilot's first flight too!"
And on she continued, "This aircraft is non-smoking. If anyone is caught smoking, you'll be asked to leave the aircraft immediately."
"If in the unlikely event of an emergency landing, please take the air masks located above your head, fasten it over your nose and the pull the strings on either side to secure the mask. If you're traveling with children, pick your favorite and work down...."
Let's be honest, this is critical information that all passengers need to hear but rarely do because it... all...sounds....the....same....
If you need your audience to tune in, give them a reason to.
Brand experience should equal customer experience - but not always.
WestJet delivers....
Apparently WestJet hosts a profit share party with employees twice per year. They create and play a new video for kicks. Click on the link below.
http://www.youtube.com/watch?v=rvuR5ZU8wLQhttp://
Click here to see more WestJet video's
http://aoy.strategyonline.ca/2006/taxi/westjet.html
Enjoy!
Shoana
