We’ve all sat there, in the middle seat, at the back of the plane. Where it’s cramped. Where it’s noisy. Where drinks get served last.
Not all seats can be golden. In every firm, some customers get what’s left: the bistro table by the door, the room without a view, the new team, the buggy software.
We secretly hope they won’t notice. We hope they won’t care.
Of course they notice. Of course they care. Some just don’t complain.
It takes many good experiences to make up for one bad one.
Try This >>
Tell customers it’s a middle seat upfront. Then, be generous. Give people a free drink, more air miles, a discount coupon, an extra report, your premium service package. Make the middle seat wider.
If people feel good about your middle seat, they may come back. For sure, it’s fair.
(From my Marketing Week column)