Benefits of Being Loyal
Unexpectedly, I received an email from Delta "Re: Recognition of your recent travel on Delta".
The letter said: "On behalf of Delta Air Lines, I would like to offer my sincere apology for the multiple flight disruptions you experienced. The entire letter was incredibly well done. I was happy just to get the letter, but the letter ended with "In recognition of your value as a Platinum Medallion member and as a gesture of goodwill, I have sent you a gift containing perishables, which will be mailed to the address in your SkyMiles account."
When I received the package, I was even more surprised and my loyalty to Delta increased because they made me feel special.
- Insulated lunch bag with the igourmet logo
- Cutting board with the igourmet logo
- Knife with the igourmet logo
- At Platinum, I am the "2nd most valuable tier" of customer to them. They understand their customers and segment them as well as anyone.
- I have the Delta reserve credit card which carries a high annual fee but provides me the benefits that outweigh it.
- I am reasonable when things don't go as planned.
|Me taking a nap at work in my Delta Snuggie
Not included in the gift basket, I bought on my own
I don't expect to wear this on a flight...
I want to conclude by stating how much I love Delta. When I lived in Philadelphia, I flew USAIR mostly and while I didn't hate it, I never enjoyed the experience. Even before I achieved status with Delta, I found the Delta employees to be happier and committed to customer satisfaction. Once I achieved silver, things were even better and Gold began a really great experience since Gold members get the opportunity to sit in "Economy Comfort" which gives me more leg room. The upgrades to first class are limited because even as Platinum, I'm on very popular routes with many Diamond flyers getting the upgrades. When I get the upgrades, I love them. But I'm very happy in my economy comfort seats and dealing with the nicest flight attendants and gate agents in the business.
What can you do to get your customers to love you so much, they write an entire blog about you and take a picture wearing a Snuggie with your logo on it?