8 May 2007

Delta Airlines: change the experience / experience change

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Experience change
Delta Air Lines launched a new advertising campaign to mark a new era, introduce an updated, boldly modern corporate brand and showcase a reinvigorated customer experience. The campaign, entitled “Change,” honors Delta’s strong 78-year heritage with a renewed sense of vitality and is focused on Delta’s effort to rethink every moment of the of the travel experience, enhancing the time customers spend at each stage of their journey – from trip planning to arrival – to make it as rich and rewarding as possible.

The campaign reflects the airline’s refreshed focus to completely change the customer travel experience, both on the ground and in the air through unique, stylish and entertaining enhancements. […]

“Delta is doing what no other airline has had the guts to do,” said Lenny Stern, founding partner of Delta’s advertising agency SS+K. “It’s acknowledging the 800-pound gorilla in the room for travelers – that the travel experience can sometimes be frustrating and annoying. Through creative messaging, it’s clearly stating that change is the only acceptable option to respond to customer needs. By being honest about what is at stake, customers can believe Delta is also being honest about how they are changing with a keen focus on making make every moment of the travel experience better.”

Delta’s new web site will ultimately enable travelers to participate in a dialogue about their travels, share ideas, travel tips and provide feedback, in order to help with Delta’s ongoing commitment to change.

Read full press release

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We are an international experience design consultancy helping companies and organisations to innovate their products, services and processes by putting people and their experiences first.

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