Lessons from Virgin Atlantic and London 2012

  • Design your customer experience from the inside out
  • Create an emotional connection to your purpose
  • Remember the brilliant basics and magic touches

In 2003 Sir Richard Branson offered Linda Moir an irresistible challenge - could she make flying fun? She became Virgin Atlantic’s Director of Customer Service and introduced 'Brilliant Basics, Magic Touches' to cement Virgin's position as number one for service.

In 2012, she brought her philosophy of fun to the London Olympics. The world watched as Linda’s 17,000 volunteer Games Makers surprised the world by hosting 9 million spectators with personality and charm.

This session will explore how, with the right motivation, training and support all kinds of ‘ordinary’ people can do the most extraordinary things to deliver an outstanding customer experience.

Linda Moir's picture
Linda Moir

Linda Moir started her career at British Airways before being appointed as HR Director for NATS (National Air Traffic Services) during the period of transition from public to private ownership. She then joined Virgin Atlantic as Director of Customer Service before leading the front-line Events Services at the London Olympic and Paralympic Games.