Lessons on Loyalty and Customer Experience (minus the Digital)

I spend a lot of time with my clients talking about the digital experience and the impact of technology on our various generations. I'm compelled to share our family vacation story how United Airlines and Air Canada created a lasting impact (minus the digital).

While waiting for our flight at Raleigh-Durham airport, a United pilot approached my kids, said "hello" and gave them plastic wings. The kids were thrilled that a real pilot talked to them and gave them both wings. Jackson couldn't stop talking about it. Well, it only gets better...

Our second leg was on an Air Canada flight from Toronto back to Ottawa and an Air Canada Jazz pilot was deadheading. I was talking with him while waiting to disembark and I told him the United story. I jokingly asked "Would you like to trade wings?" He said "I'll one-up". He proceeded to take his real wings off his uniform and gave them to Jackson. I cannot begin to express Jackson's elation in words.

The Pilot went on to say that the industry will be short over 5,000 pilots in the upcoming years and he saw the opportunity to do his part to re-create excitement in the industry to help draw the next generation.

A few reminders I took from this that I intend to apply to my consulting dialogue:

1. Whether in uniform (or not), or on the clock (or not), we are ambassadors for the corporate brands we represent.
2. Take a moment in your day to recognize an opportunity to create an impact.
3. The long game is as important as the short game => my son will never forget this moment. He's now talking about what it's like to be a pilot.
4. Digital is certainly an important enabler in today's environment, but we cannot lose sight that the personal and human interactions will always be fundamental to our customer experiences and loyalty creation.