01 | Reach your audience everywhere.
Your customers are on a lot of channels, but don’t have a lot of patience. That means you have to connect with them anywhere, at any time, while maintaining a consistent brand experience.
One of the most important things Virgin Atlantic does is help travellers make decisions in advance of their flights — through emails, texts, their app and their website. By the time travellers get to the airport, they’ve had a seamless, cross-channel experience and can focus on enjoying the flight.
Delivering this kind of experience throughout the customer journey requires the right organisational structure, good data, measurement tools and agility. Succeed and you’ll create unforgettable moments with your customers that build loyalty and generate more revenue. Fumble and you risk losing your audience’s attention for good.