Zach Johnson

Tale of Tiger’s Big Adventure highlights airport’s commitment to customer service

What was done successfully to meet the wants and needs of the target audience?

In the digital media example, “Tale of the Tiger: Customer Service,” Tampa International Airport exceeded customer expectations through a remarkable act of kindness. When a young boy left his favorite stuffed animal in the airport’s play area, the operations manager went above and beyond by not only locating the toy but also creating a storybook featuring the stuffed tiger in various airport locations. This effort highlighted the airport’s commitment to exceptional customer service, demonstrating how far they will go to ensure customer satisfaction.

How was the social and consumer experience addressed? Was this done successfully?

The airport’s handling of the situation turned a potentially negative experience into a great story that built trust with its customers. The employee’s actions were documented and shared on the airport’s Facebook and Twitter accounts, where the story quickly went viral. National and international news outlets, including those in Canada, Europe, and New Zealand, picked up the story, significantly boosting the airport’s reputation. This positive exposure also led to numerous other customers sharing their own positive experiences, increasing the airport’s follower base to over 3 million and reinforcing the airport’s commitment to exceptional customer service. Showcasing this manager going above and beyond for their customers, Tampa International Airport strengthened its trustworthy image with its followers

How were the digital media followers handled?

The increase in social media followers was managed with the same personal touch that made the original story so impactful. The airport responded to its followers with personalized messages. For example, when a staff member’s mother praised the airport on Facebook, the airport replied with a friendly joke, further strengthening its connection with the target market. The airport utilized this publicity not only to increase its following but also to grow its brand positively, staying true to the company’s overall image.

Is there something that could have been done differently to make that experience more efficient?

While the airport’s handling of the situation was very effective and had a positive outcome. I would recommend a more organic approach to sharing the story. Allowing the family to share their experience first, and then amplifying it through the airport’s social channels, could have created a more genuine impression. Although the airport’s intentions were for the best, the immediate promotion of the story might give the impression that the act was primarily for publicity. A more subtle approach could have made their customer service efforts seem more sincere

Resources

Tale of tiger’s big adventure highlights airport’s commitment to customer service – The Shorty Awards. (n.d.). Shortyawards.com. https://shortyawards.com/8th/boy-leaves-stuffed-tiger-at-tpa-returns-to-a-tale-of-tigers-big-adventure-see-more-at-httpww

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