This guest post is from Jeremy Epstein, VP of Marketing and Social Navigator at Sprinklr.
Raving Fan Tom Siegman sent me this gem a while back.
It’s further proof that:
- Any touchpoint can become a remarkable experience
- Thinking about how you want people to FEEL is smart marketing
- If you do both of those, people will talk about it and share…
Here’s his story about something that Delta officially calls “Middle Seat Mondays.”
Well done, Delta Airlines!!
Yesterday I had to fly down to Atlanta. I was scheduled on the 8 AM flight. I got to LaGuardia airport and, after having a remarkable macchiato at World Bean in Delta’s terminal (delicious coffee at an airplane terminal is remarkable in and of itself) I realized I still had time to slide onto the 7 AM flight and get to ATL early. Nice.
I went up to the gate and they a) waived my fee for flying early, b) apologized profusely for only having middle coach seats (I’d been upgraded on the 8 AM flight), c) handed me some tasteful holiday chocolates as I boarded the flight. Fine. All of this is outstanding. But following is the kicker. Today I received this message from Delta (see below). I am now a raving fan.
— Delta Air Lines <DeltaAirLines@e.delta.com> wrote:
From: Delta Air Lines <DeltaAirLines@e.delta.com>
Subject: Caught In The Middle