At JetBlue, an airline, you can pay an extra $50 to get a seat in the Exit isle so that you get more leg room. Once on board your purchase is positively enforced with a sign saying “Stretch you’re in an EVEN MORE LEGROOM SEAT” This simple piece of communication reinforces the customer experience. So many companies only focus on the sale and forget that the most important part of the relationship comes after the sale has been concluded. In this instance JetBlue creates a positive reinforcement by reminding you of the immediate benefit of your purchase. Simple and clever. Building endearing customer experience is not rocket science and yet so many companies get it very wrong which can only mean one thing, the majority of companies give precious little though to the experience customers have. No wonder building customer loyalty can seem like trying to herd cats!
Learn more about our latest ideas and though provoking presentation on building customer experiences that deliver results see Herding Cats