Customer Service and JetBlue
Posted on August 14th, 2008 by Dennis Snow
Many of you know that JetBlue, the discount airline, recently began charging $7 for pillows and blankets on flights over two hours. While they have received some negative press due to the move, I feel that JetBlue actually implemented the program pretty effectively by connecting the change to increased value. Pretty radical for an airline.
Several radio programs have interviewed me on the subject this past week, including the show, “The Small Business Advocate,” hosted by Jim Blasingame. He asks about a few customer service related topics, which I hope you’ll find helpful, and we get into the JetBlue story about half-way through the interview.
Agree or disagree, I’d love to hear your comments!
Good interview – couldn’t agree more. Fortunately for us community banks, too many of the “big boys” focus on the wrong things, and while their tactics may sometimes work to get people in the door, there is no commoditized strategy that will work to prevent them from going back out that door for the last time.