Customer Experience at Virgin’s New Club

When you’re sitting at the gate, and they announce a 20-minute delay for your flight, you can feel the frustration in the air.

When you’re sitting in a domestic airline club and you get a 20-minute delay, you think, “well…at least I’m not at the gate yet. Maybe I’ll have another pretzel.”

When they announced a 20-minute delay at Virgin’s new club in New York’s JFK, people applauded. Why? Because they got to extend their stay in the club by 20 minutes.

Salon? check. Spa? check. Pool table? check. Cheap crackers and plastic-wrapped cheese? Try United.

Capture this attitude toward making your customers happy and you’ll be hauling money to the bank like Sir Richard Branson.

[photo from Slade Architecture]