I’ve been lucky enough to fly to the northern hemisphere twice in the past two months. On my most recent trip, taking my ma back to the UK, I gave her my business class seat whilst I took her return economy chair. The crew were happy enough to let me pop up to see her but although there were around eight spare seats in business, wouldn’t allow me to remain longer than ten or so minutes at a time.
Compare this to an economy flight in November to LA when, shortly after take-off, cabin crew announced there were spare seats in business class and economy passengers were free to relocate – at no extra charge.
Fantastic customer service is great publicity for your business. Considering that retaining customers can cost up to seven times less than attracting new ones, customer service is an economic imperative. Airline A, being stingy with their unsold resources, won’t be attracting my business again in a hurry. Airline V (guesses anybody?) has my absolute loyalty and I’ll happily rave about and fly with them again and again.
If you have happy customers, you’re pretty much assured of having great material for your PR and marketing. Testimonial quotes and user success stories help sell your business far more effectively than anything you say about yourself. So list all your raving fans, and start creating your own testimonial marketing today!