Influencers pros & cons

In the Tale of Tiger's Big Adventure at Tampa International Airport (TPA), several key elements were successfully demonstrated to highlight TPA’s exceptional customer service.  First the manager that used his lunch break to create the picture book of the lost tiger’s adventures shows that the employees care about their customers (Zink et al., (2016).  This emotional connection turned what was a devastating experience for the young child into an adventure for the tiger, which served as a way for the child to see the positive in this experience (Zink et al., (2016).  TPA used authentic storytelling on social media to demonstrate the initiative the employee took, they posted photos and updates on different social media sites (Zink et al., (2016).  They followed this up by responding to feedback with a casual tone that demonstrated they related to the audience and maintained personal engagement (Zink et al., (2016).  This case turned what could have been routine lost and found service into a viral story of exceptional customer service, where individual customers are important and it gave the TPA brand a tremendous boost, increasing brand loyalty and public’s perception of TPA (Zink et al., (2016).