Jetblue Case Study
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Sometimes all you have to do is show a little empathy and put yourself into a consumer’s position. And that is what JetBlue has done. They listened to their customers and did exactly what was asked of them. Consumers need a more comfortable seating area, JetBlue not only provided more leg room but they also have extra padded seats covered in leather for a more comfortable ride. Consumers wanted to be able to have a snack and a drink on their plane ride. Therefore JetBlue not only provided drinks and snacks but they provided the biggest selections of snacks and drinks than any other airlines. Not only being able to sit comfortably, having something to snack on and drink but the availability to watch direct TV, rent a movie and receive emails and text messages in the air is something in itself that has people wanting to change airlines for. It’s all about convenience and that makes not only flying easier to do but it also doesn’t keep you restricted to what you are able to do while in the air.
Jet Blue airline start as a very small company, but with a clear and firm strategy to follow and we could see that in their slogan “Delighting costumers through happy jetting” which show us that for them everything is about make costumers satisfaction. They implement a lot of things that others airlines do not have. They have gone above and beyond to make their passengers feel comfortable and want to come aboard their plane again. With the lower rates and the pleased passengers, there is no doubt that JetBlue is not only going to continue to grow as a company, but they are also going to continue to be if not the highest one of the higher airlines in the US.
JetBlue is relentlessly focused on making sure that every customer experience lives up to the company slogan, “Happy Jetting.” At JetBlue, customer well-being is ingrained in the culture. The discount airline has focused on providing niceties that are simply not the norm when it comes to commercial air travel. The goal is to provide exceptional customer service at every touch point. To accomplish this, JetBlue starts by hiring the right employees. Then, it trains them according to the company’s core values: safety, integrity, caring, passion, and fun. Loving customers breeds truly loyal customers who share the brand by word-of-mouth. Thus, customers are delighted far more by how they are treated by JetBlue’s employee’s than by what they get in a flight. As JetBlue and Southwest (the other low-fare airline known for excellent customer service) start to overlap on routes serviced, many are watching to see which will be victorious. In the end, the loser might just be “all other airlines.”
Whether Jetblue can continue to enjoy a high level of customer satisfaction remains largely within its power. If Jetblue executives begin to take that situation for granted, however, airline employees could begin to let their attitudes and professionalism slide,