BA is one of the stories
in the WTS? book, used to illustrate how product and service innovation
(e.g. valet parking, exclusive Club World Check-in) is more powerful than any amount of advertising in driving brand
perceptions.
Well, BA just got a whole lot better. I flew BA the other day on the way back from Cape Town, and got to try out the new Club World cabin. And boy, it is pretty damn cool. The $100 million they have invested really has made a huge difference. And it has really closed the gap between Club and First Class. Since flying I have told a bunch of people about how good it was, demonstrating the word-of-mouth generating potential of great product innovation.
Here are a few highlights:
- Fully flat bed, not one of those slightly sloping ones where
you slide down..including a clever little feature of the arm-rests
disappearing down into the chair so they don't stick in your side
- On-demand video, that you can pause, rewind, forward. Prevents
you missing the start of the movie while you're getting stuck in to
your apertifs
- A helpful little storage box that pulls out for storing shoes, books and stuff
- Standard US type plug that only needs a UK/US adapter to work
You can take a full tour here. I like the way they use the "Club" concept in the website as a navigation device and overall theme.
You call it "word of mouth potential". I call it showing off. ;)
Po-tay-to; Po-tah-to.
Really looking forward to the book and getting back to frequenting your blog, David. You do great work. Review will post v.shortly on blog after read - and I am sure it will be glowing...
Posted by: themolk | October 16, 2007 at 01:34 PM