JetBlue ... feeling the blues
By now many of you have already heard or read all about the service problems JetBlue’s customers experienced during a snow and ice storm. I won’t go into the ugly details. But I would like to point out how JetBlue’s Founder and CEO publicly addressed his customers. First, he publicly (via a letter on JetBlue’s website) said we are sorry. Imagine that, a CEO actually saying sorry. Then, he created a video apology and posted it on YouTube. As pointed out on the Church of the Customer blog, he did not actually say sorry in the video...too bad...but at least he did in the letter. Not to mention his video message was a bit all over the place.
Companies could learn a lesson from JetBlue...first, it’s ok to say sorry and second, use social networking sites to quickly get your side of the story out. In this case the execution may not have been great, but the idea was right. One last observation. It’s interesting to see video posts from customers caught in the middle of the service disruption right beside JetBlue’s video apology. It's nice to see both sides of the story.
