Virgin America Gains Customer Loyalty through Cheeky and Sharable Content
I recently booked a trip on Virgin America’s website, and appreciated the customer-driven approach they took, with simple additions, like saying “nice name!” when I finished filling out the name fields. It doesn’t cost anything to make these simple additions, but made me excited to fly with them, which would not have happened had I used another dry corporate site, like United.com or AA.com.
The Virgin America check-in area at LAX was also similarly fun, with dim lighting and pop music playing, as opposed to the standard halogen lights and elevator music (or no music at all) that most terminals use.
My favorite part of the Virgin America user experience was the in-flight safety video. It was an elaborate “music video” complete with catchy melodies, a rapping child, and tongue-in-cheek jokes like “For the .01% of you that have never used a seatbelt, really?”. The airline was appropriately self-aware, which was appreciated by me and my seatmate—we both snapchatted the video, and ended up bonding over our shared love for Virgin, deciding we would both fly them again next time we get the chance.
AirBNB Makes Vacation Window Shopping Fun, Encouraging More Travel
I just used AirBNB for the first time, and will now be using it a lot. The app makes it easy to scroll through potential destinations, with visually stunning destination suggestion photos on the home screen, as well as a strong focus on photos to represent each listing.
It also allows users to create public wishlists, so friends can see where you’re interested in traveling and staying, encouraging conversation about travel destinations and, likely, empowering friends to book trips together.
The review function makes it easy to thank the host after a visit, and also allows potential visitors to see what they’ll be getting with each experience, lending to a “satisfaction guaranteed” way of approaching the sharing economy.