Why Delta Airlines is Winning with Remarkable Legal Disclosures

Bite-Sized Delight From the Episode:

• When you make the required become remarkable, you actually achieve what it was that you were trying to do in the first place while being more memorable.
• To make the biggest impact on customer experience, start with the small stuff. And don’t forget their name!
• Cutting through spam can be as easy as a well-placed emoji.

REQUIRED REMARKABLE: Flight Safety Videos [00:58 – 08:21]

Tweetable Quotes

It's not where most people expect a remarkable experience, and yet Delta has delivered. #CX http://bit.ly/2k1bFlB Share on X
If you add humor to the interaction, people are more likely to remember it. #CX http://bit.ly/2k1bFlB Share on X
In your business, think about what's required and figure out a way to make it remarkable. #CX http://bit.ly/2k1bFlB Share on X

Takeaways

• Just because you have to do something, doesn’t mean you have to make it boring.
• Adding a dose of humor can make any topic more remarkable and memorable!
• Finding a way to take required information, such as legalese, and turn it into an interesting piece of media makes it a solid piece of educational marketing material.

I LOVE IT/CAN’T STAND IT! – Airlines [08:21 – 23:40]

Tweetable Quotes

It's a tiny little thing that comes up on their screen, but it makes me feel good. #CX http://bit.ly/2k1bFlB Share on X
The most pleasing sound to the human ear is the sound of your own name being spoken. #CX http://bit.ly/2k1bFlB Share on X
It's the difference between me planing for a half an hour or an hour and a half. #CX http://bit.ly/2k1bFlB Share on X
Note to companies, don't make your customers bend over. #CX http://bit.ly/2k1bFlB Share on X
You're not being good stewards for your customers when you behave that way. #CX http://bit.ly/2k1bFlB Share on X

Takeaways

• A truly impactful customer experience starts with their name.
• Empower the people that deal with the customers first to resolve the issue right out of the blocks.
• Sometimes the smallest things are the largest when it comes to crafting a truly remarkable customer experience.

CX PRESS: Emojis in Email Subject Lines [23:40 – 29:53]

Tweetable Quotes

Different countries and different cultures respond to Emojis in very different ways. #CX http://bit.ly/2k1bFlB Share on X
At the end of the day, it's all human-to-human. #CX http://bit.ly/2k1bFlB Share on X
That one email subject line that has an Emoji on it is going to catch your eye. #CX http://bit.ly/2k1bFlB Share on X

Takeaways

• Emojis in subject lines can skyrocket your open rates… just make sure to check for different cultural interpretations first.
• In the end, it doesn’t matter if it’s B2B or B2C… it’s always humans talking to humans.
• We all get overloaded with email, and so much of it is spam. A cleverly dropped emoji can help your message stand out from the rest.

Be a Part of the Show!

We’d love to hear about your great customer experiences, which segments you like, and your ideas for future episodes!

Are You Looking for Things We Referenced?

• Delta Airlines Safety Video
• An Unexpected Briefing and The Most Epic Safety Video Ever Made from Air New Zealand
• Infographic: The Performance of Emojis in Email Subject Lines

See you next week!