Noah is all over this already, so check out his back story and associated thoughts to get some context in case you are unclear as to what specifically happened with JetBlue last week.
It will be interesting to see how this continues to unfold, as the golden child of the airline industry took one on the chin big time this past week, and is now frantically trying to right things. Given that air travel is one of those things where a terrible experience is just part of the experience, and that JetBlue’s entire philosophy has always been to buck that trend, I can’t say this move is overly surprising.
What is surprising though (as Noah points out) is the relative candor and sincerity with which they are delivering this message of change to their consumers. You get the sense that David Neeleman is genuinely upset about this mess, and there is no denying that they he is in fact putting his money where his mouth is…both admirable things to see in an industry where bending the customer over is the norm.
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2 Responses
Noah Brier
February 21st, 2007 at 12:36 pm
You know, I’ve been realizing the most impressive part of Jet Blue’s branding efforts is that I feel like they will rebound. I believe in them and I can’t say that about a lot of other companies.
As a side note, you ever wonder how no other airline saw an opportunity to focus on customer service? I wonder how many industries you could look at and move in as the customer-focused choice? Gyms come to mind immediately.
andrew
February 21st, 2007 at 3:24 pm
I know what you mean…I am rooting for them, and aside from hoping they remain afloat because I like flying with them, I really have no vested interest in their survival.
I am 1000% with you on the customer service angle. I think very often how many industries could be (presumably) penetrated rather easily if the newcomers just were customer focused. As you mentioned…Gyms, but also one that leaps to mind, is Boston/NYC apartment brokers. Can you imagine a big city apartment broker that actually earned his or her commission? That actually showed you places you wanted, looked out for your interests, and was attentive and helpful? It would shock the system!
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