In-Flight Delight

“Sit back, relax and enjoy your flight!”

Those are the seven most meaningless words you’ll ever hear when flying.

It’s next to impossible to enjoy anything when your straight-jacketed into a flying aluminum tube for hours upon hours. And I don’t know about you, but I find nothing makes the time fly by (pun fully intended) when you’re this damn uncomfortable.

But my recent Qantas flight from L.A. to New Zealand was just a wee bit more enjoyable than most.

Here’s why: Qantas international flights have a free in-flight entertainment system on the back of every seat that allows you to access a surprisingly large selection of movies, television programs, songs, audio books and video games. A wonderful distraction for the bored marketing consultant and screaming kid alike – providing a high degree of Personal Experience Factor for every passenger on board.

Your Personal Experience Factor is the degree to which you delight your customers with:

• Availability of products and services
• Aisle width
• Cleanliness of the lobby or showroom
• Helpfulness and expertise of your staff
• Convenient return policies, etc.

But heads up: Most business owners believe they’re providing a much better Personal Experience Factor than reality dictates. (For example, Qantas could provide me with end-to-end delight with a free in-flight power supply and Wi-Fi.)

And too many business owner’s falsely assume that advertising will convert browsers into customers – an undertaking that takes more than words. At best, advertising can only bring people through your door. What happens next – your Personal Experience Factor – ultimately determines if you’ll make the sale and gain repeat customers.

Contact me if you need help elevating your Personal Experience Factor.