JetBlue case
SYNOPSIS
This case illustrates the success that JetBlue Airline has achieved since founded in 1999, though it had trouble in 2007 during Valentine´s day and a few more, it managed to overcome the issue and become one of the most known companies for excellent customer service. The author mentions that JetBlue truly cares about the customer because JetBlue doesn´t sell just airplane tickets and its customers neither seek for airplanes tickets when buying at JetBlue. They buy the whole experience in which each detail included in the service made the customer feel special with things such as ´´legroom seats´´, plenty of food and drinks and a zone for entertainment which seeks to satisfy the client while they wait for their flight even though if its delayed among other tangible elements that the company offers. All the actions of JetBlue are encouraged to reflect their slogan “Happy Jetting”.
Furthermore, another topic highlight in the case is the culture that the company professes, the way they treat each other, “the human side of the equation”. An example of this is the opportunity to workers to do their job from home. Employees are so satisfied with the company that they care for it, which reflects in how they do their job and their attitude towards clients. As the CEO communicated, “everything can be copied, except the culture”. All this combination results in higher employee commitment and desire to make the customers feel happy and gently serve them. In addition, love is one important thing that JetBlue implements, they say that when you love your customer, they love you back, and it can be demonstrated with the desire of the customer to keep in touch with the company even if they are not flying on time. This airline is the strongest brand in the USA. This is a proof that a low-cost airline can give an excellent service and steady profits.
Finally, JetBlue seeks to inspire humanity through innovations and have long term relationships with its customers
This case illustrates the success that JetBlue Airline has achieved since founded in 1999, though it had trouble in 2007 during Valentine´s day and a few more, it managed to overcome the issue and become one of the most known companies for excellent customer service. The author mentions that JetBlue truly cares about the customer because JetBlue doesn´t sell just airplane tickets and its customers neither seek for airplanes tickets when buying at JetBlue. They buy the whole experience in which each detail included in the service made the customer feel special with things such as ´´legroom seats´´, plenty of food and drinks and a zone for entertainment which seeks to satisfy the client while they wait for their flight even though if its delayed among other tangible elements that the company offers. All the actions of JetBlue are encouraged to reflect their slogan “Happy Jetting”.
Furthermore, another topic highlight in the case is the culture that the company professes, the way they treat each other, “the human side of the equation”. An example of this is the opportunity to workers to do their job from home. Employees are so satisfied with the company that they care for it, which reflects in how they do their job and their attitude towards clients. As the CEO communicated, “everything can be copied, except the culture”. All this combination results in higher employee commitment and desire to make the customers feel happy and gently serve them. In addition, love is one important thing that JetBlue implements, they say that when you love your customer, they love you back, and it can be demonstrated with the desire of the customer to keep in touch with the company even if they are not flying on time. This airline is the strongest brand in the USA. This is a proof that a low-cost airline can give an excellent service and steady profits.
Finally, JetBlue seeks to inspire humanity through innovations and have long term relationships with its customers