Good customer service is not dead! Tampa International Airport went above and beyond to help service a little boy who left his tiger in the airport. The staff took pictures with the tiger to show that they care about customer care.
Tampa’s Airport met the need of security over a personal item. If I leave something at the airport, I’m instantly in a panic mode. Depending on where I am, some items become a lost cause because of the pace of the airport.
The social and consumer experience was addressed through photography. ‘’The operations manager took the tiger around the airport campus, photographing it by the air traffic control tower, on a luggage cart, hanging out with airport firefighters and at other landmarks. He created a storyline to go with the photos, turned them into a book and left it for the family to pick up along with the tiger when they returned on a late night flight to Tampa. The story went viral, reinforcing to the public the airport's commitment to customer service.’’I believe this was done successfully because it told the story and gave the airline a good reputation.
Digital media followers enjoyed the story. The reach surpassed 3,000,000. Followers commended airport staff for the exceptional customer service. Nearly 115,000 people liked, commented and shared the story on Facebook. Twitter post had 78,000 impressions, and millions more through shares by airport partners.
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