The Advocacy Cluster

Colin Shaw

Chapter 7 in The DNA of Customer Experience, 2007, pp 105-119 from Palgrave Macmillan

Abstract: Abstract There are only two organizations of which I am an advocate. The first is Virgin Atlantic. I fly to the US about 15 times a year to see clients or to go to our Atlanta office, therefore the carrier I use is important to me. I think they do an excellent job. As I travel so often I am a gold card member of the frequent flyer program. Their new lounge at Heathrow, London is great and offers a range of complimentary services, for example massages, haircuts, shoe shines and many other indulgent experiences. The whole experience has a different feel to any other airline I have traveled on and I have traveled on a lot of airlines! It feels more personalized, new, trendy, upbeat and a mixture of casual sophistication — all at the same time. But the thing that really makes it for me is the people. They do a great job of engaging with you and also of understanding if you want to talk or just unwind, when they stay out of your way.

Keywords: Customer Satisfaction; Happiness Level; Customer Experience; Emotional Signature; Loyal Customer (search for similar items in EconPapers)
Date: 2007
References: Add references at CitEc
Citations:

There are no downloads for this item, see the EconPapers FAQ for hints about obtaining it.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:pal:palchp:978-0-230-21081-3_7

Ordering information: This item can be ordered from
http://www.palgrave.com/9780230210813

DOI: 10.1057/9780230210813_7

Access Statistics for this chapter

More chapters in Palgrave Macmillan Books from Palgrave Macmillan
Bibliographic data for series maintained by Sonal Shukla () and Springer Nature Abstracting and Indexing ().