Built into the back of each seat was a full-on entertainment center, loaded with entire television series, hundreds of movies and a library of video games, and they all were available for (wait for it) free! After flipping through all the options on the entertainment center, we realized not only could you listen into the cockpit and follow the flight, but you could digitally order something from the food and drink menu and have your flight attendant deliver it right to your seat.
After a few hours, my husband disappeared to stretch his legs and sat back down next to me saying, “You’ve got to check out the bathroom.” While the size and the basic necessities of the bathroom were the same, it was decorated with the same tongue-in-cheek Air New Zealand humor. Classical music played over the speaker as a black and white wallpaper mural featured a crystal.
The entire flight represented the most enjoyable 13 hours of confinement we’ve ever spent, and for weeks as people asked us about our once-in-a-lifetime trip, we kept talking about the flight home. Just like Air New Zealand, there are a host of salons and spas who realize the best way to compete in today’s economy is to create an unforgettable experience for their guests each and every time. In our May feature, “The Age of the Guest Experience,” Experience Masters Eric Fisher, John DiJulius, Van Council and Kristi Valenzuela show you how to capture of competitive edge by surprising and delighting guests, how to design the experience right into the service, and how to keep your guests’ experiences memorable each and every time.