Everyone knows that traveling during the holidays is terrible. During the day before Thanksgiving, Zappos showed up at one of the worst places to be: baggage claim at an airport.

But instead of using the advertising space on the baggage carousel as a billboard, they made it into a Wheel-of-Fortune game. If your bag landed on one of the lucky slots on the carousel, a Zappos employee was there to give you a prize, like a nice jacket, a backpack, or an electric mixer.

WOM Tip #344 Baggage claim

Photo from Ad Age.

Imagine how surprised (and appreciative) those tired, frazzled people were when waiting for their luggage became a party. Even better, since it was the eve of Thanksgiving, all of those travelers would have a great story to tell their families around the table the next day.

How are you turning crappy situations into better, more delightful ones for your customers?

Tags: , , , , , , , , ,

Comments are closed.

Featured Downloads

9 Things to Share That Start Conversations

Use the examples in this guide to help inspire ways to make your message more portable and shareable.

Read More

3 Must-Use Word of Mouth Marketing Tools

These tools will help you kick off any word of mouth campaign no matter what topic, industry, or budget.

Read More

The Top Four Tips for Multiplying Your Word of Mouth

These tips can help you get your marketing to do more work without a lot of extra effort.

Read More

10 Ways to Turn Around Negative Word of Mouth

The most effective ways to stop negative WOM with examples from Zappos, FedEx, Dell, and more.

Read More

The New Topics Worksheet

All word of mouth starts with a topic of conversation — a simple, portable, repeatable idea that gets people talking.

Read More

The Word of Mouth Action Plan

Create a complete word of mouth marketing plan using this worksheet’s eight simple steps.

Read More