Here’s a great example of customer delight! It comes from the pilot of a Frontiers Airlines plane that was delayed and stranded on the runway during a flight from Washington DC to Denver.
The flight was supposed to take three hours, but bad weather forced the aircraft to land in Nebraska for an extra two hours. It was on the ground in Cheyenne refuelling, when the captain came on the intercom and made the following announcement:
“Ladies and gentleman, Frontier Airlines is known for being one of the cheapest airlines in the US, but your captain is not cheap – ‘I just ordered pizza for the entire plane”’
It’s a great example of customer delight and bears many of the 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’!
It’s certainly done that – Here’s a news report about it! That’s the power of ‘word of mouse’!
You can click here to download a free eBook ‘Customer Delight As Competitive Advantage’. It explores the ingredients of customer delight and how you can make them work for you in your business.
