Only 3 days (one business day) after my last post which pertained to my disappointing outbound trip on Virgin America, I received a call from Charles Ogilvie, the director of in-flight entertainment and partnerships for Virgin America. Charles very genuinely wanted my feedback for the purposes of improving the customer experience and closing any service gaps that exist, as he realizes the importance of a positive experience and excellent customer service.
It is clear from his rapid response that he or his team monitor the blogosphere daily, and recognize the importance of word of mouth toward the success of their company. This response was refreshing to me, especially within an industry in which customer service and attention to detail are so overwhelmingly lacking. It is interesting to see their 360 degree view of marketing in action, as illustrated by the fact that they monitor online chatter to ensure that their marketing message of excellence is ringing true. Since I haven’t previously posted about other airline experiences, I cannot be certain that this follow up activity by Charles was unique, but I suspect that it was. Nice work Charles!
I also want to make a correction to my previous post. Charles pointed out that although Anomaly is involved in the marketing strategy of Virgin America, it was Wunderman and Virgin America’s internal team that developed the interactive seat monitor applications and experience. I’m looking forward to improved customer service, attention to detail and their future innovations by Virgin America.
Recent Comments