This is a guest post from Drew McLellan, CEO and Top Dog at McLellan Marketing Group. See the original post this is adapted from and more like it on his blog. I’m a fan of loyalty programs… if they’re done right. The truth is, most companies aren’t willing to make the reward equal to or…
Tag Archives: airlines
Is your loyalty program missing a critical factor?
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Video: How Southwest uses surprise and delight to make remarkable experiences
Opportunities to earn word of mouth exist everywhere. You don’t need your customers to fill out a form or comment on your Facebook page to tell you how to make their day. You just have to pay attention to them. How? By empowering your employees to be decision-makers, to treat your customers like humans, and…
WOM Tip #329: Unique customer services are worth talking about — even if they’re small
We’ve all heard those stories of companies bending over backwards to provide a wow-worthy customer experience. But let’s face it: While fantastic customer service is crucial for a remarkable business, not everyone can be The Ritz-Carlton. Luckily, you can still do amazing stuff for your customers without pouring all of your resources into concierge-level service….
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3 ways to earn word of mouth with captive audiences
[Welcome back to our Word of Mouth Marketing Lessons newsletter. This is text from the great issue all of our email subscribers just received. Sign yourself up using this handy form.] People in airport terminals, waiting rooms, and long lines all have one thing in common: they’re stuck there. But great word of mouth marketers…
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The Captain and the Fork
This is a guest post from Todd Alexander, Brand Evangelist and EVP for Kreber. I was boarding my flight from New Orleans to Chicago today on flight #1068. While I was in the jetway, I saw the Southwest Airlines Captain (Paul) leaving the plane for the terminal during his 40 minute layover. I figured he had…
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How Delta is creating raving fans with “Middle Seat Mondays”
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…
United Airlines uses a little customer service to start big conversations
My friend Auren shared a great example of how every touch point matters and how, if you do it right, it gets amplified via social media. It all started when he left his Kindle on a plane. Then, he gets an email from United telling him they have it and are holding it until he can pick…
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How Delta got started in social media with customer service — live from BlogWell
Come to our upcoming BlogWell: How Big Brands Use Social Media conference in Seattle to hear REI, The Clorox Company, Deluxe, Microsoft, Itron, MillerCoors, Cargill, and Boeing share 8 great case studies on corporate social media. You’ll learn how to get started, get past roadblocks, and make your social media program phenomenal — all in…
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