A Unified Virgin

Wednesday Jun 26th 2002 by Jack Aaronson
Share:

Every customer touch point needs to reinforce your brand and your voice. It takes just one employee who doesn't understand this to dissolve your brand.

On the surface, I love Virgin Atlantic Airways. It succeeded in setting itself apart from every other boring airline. It's cool. It's daring. It's sexy. It understands a customer-centric experience. Or is it just a fa