WestJet views their customers as guests rather than just travelers or passengers. Because the goal of this strategy is about experience-based differentiation at all touchpoints (websites, in-flight, ticket agents), WestJet can be said to be practicing:
A)the selling orientation
B)customer relationship management
C)the marketing orientation
D)customer experience management

Question

Quizplus · Accepted Answer

WestJet's strategy is focused on creating a positive experience for their guests at all touchpoints, which is the foundation of customer experience management. This approach goes beyond simply selling or marketing to customers, and instead prioritizes building meaningful and memorable relationships with them.

WestJet Views Their Customers as Guests Rather Than Just Travelers