jet blue's apology
How apropos for Jet Blue's CEO, David Neeleman, to post his apology to customers on YouTube. It will be interesting to see how they receive it.
Credit where credit is due - they have not tried to hide their failures and they may continue to differentiate them as a brand. However, it was interesting that Neeleman's statement is basically an admission of how badly prepared the brand was to deal with a negative experience. The Four Seasons famously allows it's staff to spend up to $400 without approval from a manager in order to fix a problem. Is Jet Blue truly the brand it pretends to be if is not empowering staff to fix issues, and do staff even understand the brand?
1 Comment:
Those are really good questions, Mark. I wrote a little about the apology today, but I didn't hit on employee freedom. I've heard Starbucks does the same thing. Beyond the ability to fix a problem it also makes employees feel empowered and part of the brand.
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