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Richard Holland

Richard Holland Managing Director

Exclusive Blog Posts

Top 6 Things Car Dealers Do To Make Car Buying Difficult

Top 6 Things Car Dealers Do To Make Car Buying Difficult

[youtube https://www.youtube.com/watch?v=3R7Y3kZIDVg] Your Turn To Drive discusses Top 6 Things Car Dealers Do To Make Car Buying Difficult.  Jim D…

Choose the correct CRM for your dealership OR pay dearly

Choose the correct CRM for your dealership OR pay dearly

With all the CRMs on the market today, finding the right one for your dealership is becoming more challenging than ever. There have been massive changes in…

5 Benefits of Using Google AdWords Click-to-Message Ad Extensions

5 Benefits of Using Google AdWords Click-to-Message Ad Extensions

Looking for a new way to win over people more likely to send a text message than to call? Set up this free message extension for your text ads on the Googl…

Must-See NADA 100 Expo Displays for Fixed Ops

Must-See NADA 100 Expo Displays for Fixed Ops

New Orleans is ramping up for the 100th anniversary of NADA, and the convention promises to be outstanding. You’ll be entertained at the NADA100 Carn…

Why Social Media Marketers Won’t Replace Your Sales Team

Why Social Media Marketers Won’t Replace Your Sales Team

Social media is changing the marketing profession in remarkable ways. According to the Public Relations Society of America (PRSA), the social media analyti…

It’s Beginning To Look A Lot Like Christmas

As the holidays quickly approach, many companies are giving back to their customers. Through toy drives, volunteering at local charities or fund-raising, businesses across the nation are pooling their resources to help the needy. Some businesses, however, have chosen to direct their resources to the people that help them remain successful: their customers. And it’s paying dividends.

WestJet pulled off a wildly successful holiday campaign for a few hundred passengers that gained them a lot of exposure and also created a customer experience like no other. In an expertly choreographed and executed plan, WestJet pulled off a Christmas miracle for passengers on two flights. The plan began when they set up a virtual booth at the gate where passengers could interact live with Santa through a video connection. Staff carefully documented each customer and what they wanted for Christmas: everything from socks and underwear to a big screen television. Once the passengers departed, the staff sprinted into action and went on a shopping spree to gather and wrap all of these gifts. Upon arrival, as passengers awaited their luggage at baggage claim, they were met with a wonderful surprise. Instead of their luggage coming down, the baggage ramp was filled with gifts individually labeled for each passenger.

According to WestJet Vice-President Richard Bartrem, “We wanted to surprise our guests with meaningful, personalized gifts when they least expected them.” They could have taken an easy path by gifting plane tickets or the same gifts to each passenger, which still would have delighted the customers. However, their decision to personalize the gifts elevated the experience, and campaign, to a new level. As a result, they created a few hundred lifelong customers that day, and they’ve received massive exposure via news reports, blogs and social media. The campaign’s video on YouTube was posted on December 8th and to date has over 30 million views. 

The campaign is so heart-warming and expertly done that many viewers reported that it brought them to tears. So sit back, drink your hot chocolate and enjoy one very creative customer experience:

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