Lippincott is a leading brand strategy and design consultancy, which has worked with airlines globally, including Virgin Atlantic and most recently TACA Airlines. Lippincot helped TACA deliver a “calming trip” to their customers, the moment they stepped aboard the plane. They have also extensively helped Delta Airlines deliver a 360 degree brand experience, both internally and to the external customer. Randall and Rodney share a number of anecdotes in their interview about both these case studies.

Here are some of the key points they make in the interview:

1. Identifying, and then optimizing key touch-points relating to brand experience (that means inside and outside the plane)
2. Sensory branding – how all five senses can be involved in creating a holistic brand experience (and how Singapore Airlines did it!)
3. How design can be infused in brand strategy to allow the airline to take-off, and how Delta did it.

Enjoy the interview!

P.S: Special thanks to Kathleen Hatfield for tirelessly working to make this interview happen (and even flying up from Miami to New York!).

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