JetBlue's Flights Are Just the Beginning of Customer Relationships
I've heard many people talk about what big fans they are of airline JetBlue. Sure, its planes are comfy and the satellite TV is a nice perk, but there's something about the whole experience that gets customers to come back. To create a great end-to-end customer experience, JetBlue looks past the plane ride to understand what customers want and need.
Today's lead 1to1 Weekly story discusses JetBlue's approach to customer feedback. The company uses Voice of the Customer software to analyze feedback from unstructured sources like call center notes, blogs, and other customer communications, including the nearly 500 emails the airline receives every day. This is one great approach, but in JetBlue's case that's only the tip of the iceberg.
We have chronicled JetBlue's other customer interaction methods -- Twitter and social media monitoring, for example. The company isn't afraid to talk to its customers and create a dialog on a number of platforms. There's not overarching strategy or giant processes involved -- employees just do it. The concept is that any customer insight can help move the company forward. It helps build and maintain JetBlue's positive reputation.
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