Earning the loyalty of the Virgin Atlantic customer.
Worldwide CRM - Whilst working at Naked Communications Virgin Atlantic was one of our largest accounts. Overseeing the FlyingClub communications and evolving the programme is diverse task. The airline loyalty program operates across physical, digital and media channels. The task was huge, how do we differentiate the programme to our competitors?
Repositioning the offering:
Airline loyalty hasn't changed much in many years, our first challenge was to create some real values and meaning that would inform not only our communication channels and programme benefits, but also the very behaviours and service delivered by those within the organisation. We recognised that there was a difference in what loyalty meant. 73% of consumers believe that loyalty programmes should be about brands being loyal to them, while 66% of marketers believe the reverse. Through events, video and internal communications, we delivered a new understanding of loyalty.