Chapter 6 emphasizes the value of customer experiences to a brand. The author describes his history as a loyal Air Canada customer and how a series of negative experiences led him to switching to West Jet, where he has since had a host of positive experiences. It's a well told story, and his memory of a West Jet executive helping a flight attendant serve drinks on a plane is a perfect example of a positive story that people will love to share in both conversation and on social media. Found this chapter really interesting because we touched on how West Jet "get's it" in our MARK9049 social media class!
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