How Karaoke and Cookies Create Captivated Customers

Real World Example: It was a normal day at the airport, or so I thought. I was flying out of the San Diego airport on my way to Salt Lake City. I was on my way to the gate when I heard music. Loud music. As I looked to see where it was coming from, I saw Southwest Airlines employees handing out cookies and coffee. AND they were making customized, laminated bag tags. I stood in the middle of the walkway trying to figure out what was going on. Finally, I approached one of the employees and asked, “Is this a party or something?” The employee gave me a huge smile and said “Well, yes, we’re celebrating our 40th anniversary. Would you like a complimentary coffee and cookie?” How could I say no.

As I sat in the boarding area drinking my coffee, I couldn’t help but notice all the happy people. The employees were smiling and laughing as they handed out free goodies. Two employees started singing and it didn’t take long before a few passengers started line dancing. Yes, line dancing in the airport. At one point there were 10 happy dancers and many more happy passengers looking on with smiles. What a great way to pass the time. (In fact, I almost missed my flight!)

Suggestion: The next time your company celebrates a milestone, include your employees and customers in the celebration. It’s not only good for your customers, but it’s good for your employees too. And that’s just good for business. Oh, and don’t forget to bring the free cookies!

Southwest, Karaoke, and Line Dancing – VIDEO – click here!

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