WestJet’s Marketing Strategy - Customer Service

Throughout my previous posts I’ve explained WestJet’s main focus, customer service. In fact I’m beginning to sound like a broken record. However, after posting about WestJet’s values, both about customers and employees, I wanted to explain my opinion on how I feel this has been so successful for them.

Really it seems almost like customer service is the only thing they advertise. Even in WestJet’s “Why do WestJet employees care so much? Because we’re also WestJet owners” commercials, they simply focus on one employee going the extra mile for a customer.

It’s surprising because WestJet has so much more they could advertise including their various “Car-antees” or cheap flights. So why almost focus solely on showing that they’re main goal is to make the customer happy?

It’s really great to see because there’s nothing worse than being a customer and having an unfriendly sales person. We’ve all had it happen, you go to order a coffee in the morning somewhere and the person at the counter is miserable, making the experience kind of unpleasant.  And sure, most places you go employees will be mildly friendly and personally that doesn’t bother me. However, when an employee or sales person does anything they can to help you and goes above and beyond the call of duty, chances are you’ll remember them.

This unique marketing strategy has helped WestJet grow from what originally was only planned to be a Canadian airline servicing the west coast of Canada (hence the name WestJet), to an airline that not only services all of Canada, but many parts of the U.S and internationally as well.

They’re a company that seems to have always tried setting themselves apart from other airlines. It makes sense. There are tons of airlines to choice from so obviously they needed to take a unique approach to attract customers and it’s paid off. After being founded in 1996 they have grown to become Canada’s second largest airline behind Air Canada and continue to grow.

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