The WestJet’s Christmas Miracle Case Solution And Analysis, HBR Case Study Solution & Analysis of Harvard Case Studies

The WestJet’s Christmas Miracle Case Solution

Alternative Solution to the Problem

WestJet had historically used advertising tool for promotion and social media has proved to be a successful tool in engaging and spreading awareness among the public. So in such situation, when the future of the strategy has very high uncertainty, WestJet can choose the following way to resolve the problem.

First and foremost thing is, there shouldn’t be any embarrassment for the guests, because even a single compliant against the company can ruin the whole effort and image of the company.

Than the company should take care that all gifts should be properly examined and there shouldn’t be any defected gifts, which again could cause some passengers to feel awkward.

The other important criteria is to make the whole event like the surprise party and later all passengers should be taken into confidence about uploading of the video on social media.

At last, WestJet should ensure that none of the guest should be left out and none have any privacy issue.

Criteria for Solving the Problem

As the problem is very crucial, because this would have huge impact on the company’s future. Where the event is all about Christmas celebration, so the risk is relatively low but the reaction is hard to predict. So WestJet should resolve the issue very carefully.

Assessment of the Proposed Solution

In order to make the whole process smooth and fare, because of its potential impact on the company’s future. Therefore the proposed solution would be instrumental for the company in minimizing the risk of the campaign.

As when the company make sure that, none of the passengers would be embarrassment from the campaign, then this would minimize the possibility of filing the complaint against the company. Next, as the campaign is purely based on Christmas celebrations, the gifts which are attractive and defect free will make the guests feel happier because of the emotional attachment of people with Christmas. Moreover, when the company would make sure that, every passenger would be taken in to confidence about the video, than this would again lower the risk of negative comments from the social media.

However, any mishap can cause the company to lose its image even after putting lot of physical and mental effort along with huge budget of gifts of around $90,000. But there is more chances that, guests would rate is positive if all the actions would be executed timely and properly.

Action Plan

So, the action plan for the company is to make ready all the arrangements on time and make sure that, all gifts should be of some value to the guests and must be default free. So, going forward WestJet should arrange the whole campaign just like a normal Christmas celebrations and should avoid any embarrassing phase during the whole event. So to make the event successful, proper timing, guest specific gifts and unnecessary curiosity should be avoided.

Recommendation

The WestJet shouldn’t make the people suspect any wrong thing in the beginning because the guests don’t know about the event and that is enough for the surprise, which means unnecessary delays and making people suspicious should be avoided at all.

This would help the company make the event successful and at least not negative. So arrangements must be full and final before the start and all team members must put their maximum efforts to provide gifts to the guests.

There shouldn’t be any obscurity in distribution of gifts, each gift should bear the tag of the specific guests, and so that everyone will take his/her own gifts and this would also avoid any mishaps.

Update on the Company

After the successful launch of the Christmas Miracle, WestJet was amazed by the reaction of public. The campaign was a huge success, as the video when uploaded on the YouTube attracted 9 million views in the first three days. The video got coverage from intentional media, where CNN, ABC, The Daily Mail and many other media channels featured the video. In just three days, WestJet’s YouTube subscribers increased by 320% and Facebook showed 6 times more engagements than other leading airlines. Twitter was phenomenal with 7000 retweets, 3000 replies and 5000 favorites.

The major reason of such success was the surprise factor and the real emotional reactions of customers. This proved to be the history’s biggest hit for the WestJet............

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