ShepHyken
OCTOBER 20, 2024
How much of your business strategy is about funniness—not just entertainment, but customer experiences made joyful by design? The author uses three rockstar brands, Amazon, Southwest Airlines, and L’Oréal, to help us understand customer-centricity. How often do your customers giggle?
Beyond Philosophy
JANUARY 18, 2016
The flight attendant on Jetstar Airways, an Australian budget airline, asked the woman how many weeks she was gesturing at her midsection. Like many airlines, they have a policy that women after 28 weeks must turn over a doctor’s note that they are okay to fly. The airline later sent a flight voucher to apologize for the incident.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Beyond Philosophy
JUNE 1, 2015
These programs produce positive sales increases for hotels, for example, but negative sales impact on car rental, airlines and food retail. Similarly, Caesars Entertainment has rich databases on its high-rolling program members. Data collected from the programs can offer competitive opportunities.
Beyond Philosophy
AUGUST 8, 2016
This example of a high point in a Customer Experience from Southwest Airlines didn’t cost a dime—but it ended up on CNN Primetime, not to mention raising the spirits of the passengers on board. By making it entertaining while you deliver the usual safety demo, you surprise your Customers, and except the rare curmudgeon, you make them laugh.
ShepHyken
JANUARY 31, 2017
The purpose of entertainment is to create the desired emotional response from the audience. We know the narrative of distinctive businesses like Southwest Airlines, yet we tend to in our own businesses and our own careers to run away from our uniqueness. What can we learn from show business that we can apply to our own business?
ShepHyken
MAY 1, 2017
So when a several big brands in the beverage, transportation, banking and airline industries were suddenly in the global media hot seat, we had a laugh and productive conversations behind the scenes. (Brian Solis) My friends Rob Cottingham, Gerard Francis Corbett and I have had some fun lately.
ShepHyken
JUNE 20, 2023
That makes me wonder, how can someone in the airline industry not understand the requirements for different countries – or at least know where to go to get the correct information? One, they are entertaining examples that not only make you smile but also make you think. There are more lessons and examples like these.
Expert insights. Personalized for you.
200 
Let's personalize your content