Flying High – WestJet Creates 250 Lots Of Christmas Customer Delight!


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WestJet_ChristmasI’m always on the lookout for great examples of customer delight, and I think I’ve found one of the best ones yet!

It comes from WestJet, an innovative forward thinking low cost Canadian airline who recently delighted 250 passengers with a remarkable customer experience at Calgary Airport.

One of the ingredients of customer delight is that it’s spontaneous, or it appears spontaneous – we call this ‘planned spontaneity’ and they completely nailed the concept of ‘planned spontaneity’ by a golden mile!

First of all, at Toronto Pearson International and at Hamilton Airport, interactive screens got departing passengers talking to Father Christmas and he found out what they were hoping to get for Christmas – that in itself was a great experience, as you can see in the video below. Passengers then boarded their planes and set off for their flights to Calgary. What greeted them on arrival at the baggage collection point was absolutely amazing!

Personally labelled parcels beautifully gift wrapped for individual passengers, and in them, yes…. the gifts they had told Father Christmas they were hoping for – ranging from cameras, Thomas The Tank Engine, flights, flat screen TV’s and of course, socks and scarves (after all, it is Christmas!) – Now, THAT’S CUSTOMER DELIGHT!!!!

It demonstrates all 6 things our research has identified as ingredients of customer delight….

  • It produces a wow reaction!
  • It appears spontaneous or unexpected!
  • It’s the personal touch!
  • It makes the customer feel valued!
  • It’s genuine… and…
  • It creates a ‘talking point’ – Yes, the video has gone viral!

Interestingly, WestJet’s generosity doesn’t end there! According to the airline, once the video hits 200,000 views on YouTube, it will start giving out free flights to families in need via Ronald McDonald House Charities. As I write this, they are way past their goal with over 1.3 million views so far!

Watch the video below to see how it all worked – it will bring a real smile to your face I promise!

It clearly involved a lot of planning, co-ordination and team work and you can find out a bit more about how (and why) they did it by watching another video here.

Finally, if you want a bit of help you can download this FREE e-book Customer Delight As Competitive Advantage – 44 pages to help you make this stuff work in your business.

Sorry I can’t get Santa to deliver it to you!

Republished with author's permission from original post.

Andy Hanselman
Hi there! I help businesses and their people create competitive advantage by 'Thinking in 3D'! That means being 'Dramatically and Demonstrably Different'! I research, speak about, write about and work with businesses to help them maximise their sales and marketing, their customer service and their customer relationships.


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