Creating a Community of Advocates
Have you seen the Jet Blue stories page yet? It's very cool. There's a collection of brief video stories of customers sharing their positive Jet Blue experiences. Not only does the site show customers' enthusiasm for the airline, but many of the stories illustrate Jet Blue's commitment to the customer experience -- and not just commitment designed by the marketing department that never permeates the rest of the company, but commitment from all parts of the airline's operations. Consider the story of the family who went to check in at their hotel after midnight ony to discover that there was no room available for them. A Jet Blue-uniformed gentleman who had arrived shortly after them gave up his room so they would have a place to stay. Wow.
What do you think is the most important aspect of creating a corporate culture that consistently delivers a surprisingly delightful customer experience? Is it hiring? Training? Compensation? Executive commitment? Or is there not one most important thing, but a perfect blend of elements that come together like a delicious recipe to sate even the toughest of customers?
Did you enjoy this content? Sign up for our FREE weekly e-newsletter by clicking here!
