Delta is “my” airline. Simply put, this means I choose Delta over other options when it is a reasonable choice to make. What motivates this choice? Mostly it’s about their loyalty program (frequent flyer miles accumulate and eventually I get rewarded for this consistent choosing). I would not have remained loyal long enough to accumulate miles had I been dissatisfied with their service, however. And I suppose one of the reasons I’m satisfied with their service is that I am a realist when it comes to travel. I don’t hold Delta (or any other airlines) responsible for late afternoon summer thunderstorms which make Atlanta impossible or for winter blasts that shut down all airports in the northeast.
As Delta has been growing and rebranding itself (absorbing Northwest in the process), they decided to try a new strategy for pre-flight safety instruction. It has been more than two years since I first saw Katherine Lee – a real flight attendant – on the now famous video. Dozens of flights later and I’m still amused.
Vodpod videos no longer available.
Why all this Delta talk? Well, I am getting ready to spend a good bit of time enjoying the rewards of the time I’ve spent on Delta flights as Vanessa and I fly to Moscow later this month. That started this rambling thinking.
Then I started wondering what I can learn from this strategy — the one that includes loyalty programs and quirky safety videos. What did Delta do right that can be applied in my sphere of influence?
No answers there yet…What do you think? What can a cause-based non-profit organization learn from Delta’s video? And from loyalty programs that keep travelers coming back for more of the same?