An Advocacy Strategy is Nutrition for a Healthy Culture
I travel a lot. I could always choose the cheapest airline, or the most convenient, or I could look for the airline with the most comfortable seats. I don’t. I always start with Delta airlines. Why? Because I believe that they run a responsible business that cares about the people it serves. My family recently traveled and had a bag come open somewhere in transit. I’ll spare you the details of what was lost, but I will tell you that it was something very important to our trip. Delta made us feel as though they mobilized, what felt like, a small army of people searching across the baggage claim systems of three airports until our problem was solved. More importantly, they kept us looped in, by text and phone, on the progress as they worked it out. Even though the device was forever lost, we actually felt good about our relationship with the airline in the end.
Issues will arise if you travel enough. Delta has woven some magic into their culture, at least for those who have worked their way into an “advocacy relationship” with them and it shows up at the ground level. Delta is a huge company, with lots of moving parts and I know that they don’t make all of their customers happy. We all know that this isn’t in the realm of possibilities. However, establishing a clear north star metric for your business is possible, and I believe that Delta has that…
