✈️ A MASTERCLASS in Customer Experience ✈️
This is how brands are built. This is how you create loyalty. This is how you win.
My 9-year-old took his first flight ever this week on Delta flight DL1257. The crew found out and chose to make it an unforgettable experience.
My wife casually mentioned it was his first time flying and the experience began.
They:
• Invited him into the cockpit
• Gave him a personal tour from the pilot
• Gifted a flight pin
• Rearranged seating so our family could sit together
• Checked on him throughout the flight
• Delivered a huge bag full of Delta's famous cookies, full size Dot's Pretzels, Nerds Rope Candy, Chips, and Soda
• Ended the experience with a crew photo
The remarkable part is:
• He didn’t ask.
• He isn’t famous.
• He has no special needs.
• They weren't trying to correct a complaint
Delta didn’t just fly us to DC, they created a moment that our family will remember forever. This is how brands are built. This is how you create loyalty. This is how you win.
Let this be a reminder to every organization. You don’t need more slogans and catchy campaigns. You need to create a culture where people are empowered to care, and are rewarded for it. The DL1257 crew were genuinely excited to make a moment for him, and it showed.
Thank you Delta for the experience.
