BEST PRACTICES: IN FOCUS
Published: August 08, 2007
My dream pitch: Virgin America
 
Word-of-mouth marketing

In the last phase of Switch, called "adoration," loyal Virgin America consumers recruit from their social networks. Virgin America consumers in the adoration phase love the airline because it represents their lifestyle, the way they communicate, the way they learn about and listen to music, and the way they prefer to experience travel, entertainment and food. This type of loyal flyer is more likely to share offers, creating viral potential, because Virgin Americans' peers that fit similar profiles will trust the Virgin America peer recommendation over other offers. Virgin America’s core flyer will be more likely to listen to their friends’ recommendation than any other factor influencing Switch.

While using the web, registered Virgin Americans receive Virgin America pings whenever they search for or book travel. The banner advertisements provide offers and forward-to-a-friend package deals to flyers based on their Virgin America profile, each message catered to the flyers’ interests. Contextual banner messages are constantly tailored to the user so the offer remains exclusive. Each time a flyer interacts with Virgin America interactive banner messages, the fliers received become more specific; with more offers to share the Virgin America travel experience with their friends.

 

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