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A Unified Virgin

By Jack Aaronson     Feedback

Every customer touch point needs to reinforce your brand and your voice. It takes just one employee who doesn't understand this to dissolve your brand.

On the surface, I love Virgin Atlantic Airways. It succeeded in setting itself apart from every other boring airline. It's cool. It's daring. It's sexy. It understands a customer-centric experience. Or is it just a fa