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Guest Post: Virgin America safety video is worth watching

Congrats to Rohit on the new addition here’s my humble addition to his guest post collection. This is a cross posting from experiencecurve so I apologize if you have already seen it. The key thing that I think is highlighted here is how much of a difference you can make to a customers experience by dramatically improving the unexpected, the un-asked for. I think it would be a rare airline customer focus group that actually complained about the safety video, because everyone already accepted the fact that they were boring, so what an amazing difference it is to have something fun, humorous, down to earth, dare I say human. I wrote about my Virgin America experience a couple of weeks ago and the one thing I searched for was the safety video, but I couldn’t find it anywhere. Well Chet Gulland at their agency Anomaly just put it on youtube and sent me a link so here’s the update. Airline safety videos generally make me want to poke needles in my eyes, so it’s refreshing when a company tries to do one a little bit differently, and tries to make it a bit more bearable.

The message that they manage to get across here of course is "if we tried harder to make this video bearable imagine what we’ll do to improve the rest of the experience".

The interesting thing about this as well is that i’m sure no one has ever complained about the safety announcements, most customers have probably accepted that they have to be boring and mundane. What Virgin has done here is make something better that you never expected, and that is even better than improving things that everyone already knows need improving. The other side effect of this amusing video is everyone actually watched it and who knows maybe even remembered where the life jacket is.

3 thoughts on “Guest Post: Virgin America safety video is worth watching”

  1. That’s fantastic — but as a creative, I couldn’t help wanting to know more about the credits: art director, animator, etc. I know that this is not the purpose of this site, but I think too often there is a tendency when talking about creative work to not mention the individuals responsible beyond the agency name. That’s great for the agency, but a kick to everyone else involved.

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About Rohit

A keynote speaker on trends, innovation, marketing, storytelling and diversity.

Rohit Bhargava is on a mission to inspire more non-obvious thinking in the world. He is the #1 Wall Street Journal and USA Today bestselling author of eight books and is widely considered one of the most entertaining and original speakers on disruption, trends and marketing in the world.

Rohit has been invited to keynote events in 32 countries … and over the past year, given more than 100 virtual talks from his home studio. He previously spent 15 years as a marketing strategist at Ogilvy and Leo Burnett and also teaches marketing and storytelling as an adjunct professor at Georgetown University.

He loves the Olympics, actively hates cauliflower and is a proud dad of boys.

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