Jet Blue is still recovering from their fiasco a couple of weeks ago. Meanwhile, they have taken many steps in the right direction toward rebuilding their customer relationships.
But questions still remain. Can any amount of ‘CRM’ convince those stranded travelers to get back on a Jet Blue flight again? Did Jet Blue do enough to make amends, or could they have gone further?
Tough questions. But in my opinion, we can all learn a few lessons from Jet Blue:
- Everyone in an organization needs to be bought into CRM as a central part of a company’s philosophy.
- Employees need to be reminded that customer service is everyone’s job – and empowered to act. With the right training, a ground crew member or another Jet Blue employee could have helped out in that situation and left Jet Blue looking good in the eyes of its customers, not bad.
- To rebuild damaged customer relationships, company leaders need to become highly visible quickly and say the right things. How many CEOs would apologize the way David Neeleman did?
- Learn from the experience. Unless company leaders pull a problem apart to find out exactly what went wrong, there is no possibility to develop contingency that can prevent it from happening again.