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Industry Buzz: ‘WOW-ing’ Customers this Christmas


Some of the things that companies will do to go above and beyond to “WOW” their costumers are amazing.

WestJet, a Canadian airline, demonstrated this recently. Its employees and volunteers went completely out of their way to fulfill the Christmas wishes of travelers this holiday season.

Travelers relayed their Christmas wish list to a virtual Santa in terminals at two airports. While the travelers were in the air, WestJet employees and volunteers purchased the requested gifts, and revealed them to travelers at baggage claim after they landed. Needless to say, WestJet’s customers were both shocked and awed.

Obviously, this type of event takes a lot of time, money and resources to execute. In another video posted by WestJet called “WestJet Christmas Miracle: Why?,” a WestJet employee explains how and why the company pulled the stunt off.

Although stunts on this scale aren’t something easily pulled off by smaller companies, they can be used as inspiration. Could you do something like this on a smaller scale?

For example, consider entering your members into a raffle where the winner wins the ingredients for a Christmas (or any other holiday) dinner — honey baked ham, potatoes, pies, etc. No gift big or small goes unappreciated, and the winner will no longer think of you as just their gym — they’ll think of you as a business that made the holidays just a little bit cheerier.

Have any ideas? Share them with us!


Rachel Zabonick is the assistant editor for Club Solutions Magazine. She can be reached at rachel@clubsolutionsmagazine.com. Reach out to her about exciting events or programs your club has implemented, or to share the amazing accomplishments of a member.

Rachel Zabonick-Chonko

Rachel Zabonick-Chonko is the editor-in-chief of Club Solutions Magazine. She can be reached at rachel@peakemedia.com.

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