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Tale of the Tiger Analysis

In the case of the Tampa Bay International Airport, a general need was met by the airport, whether it was specifically targeted or not. Airports and transit centers feel impersonal, as passengers have to be searched and processed due to security. It feels as though airports do not care.

The efforts of one employee, who took pictures of a stuffed tiger a boy lost and made it into a little book to explain the tigers absence until returned to the boy, effectively humanized the airport's brand. It showed that the airport does care, and will go the extra mile for the customer experience.

After the pictures went viral, the story was posted linking back to the airport website. Combined with the attention from news outlets, the airport's social media saw major growths in likes and followers. Other customers reported on their pleasant experiences, boosting the overall brand.

I think any attempts to maximize or make the "experience" more efficient would'e backfired, as this was a wholesome moment that got liked and shared because it is a happy, hopeful thing; someone making a little kid's day. Too much of a push would've drawn ire, because it would be perceived as a marketing ploy.

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