The Value of Customer Service
If anyone has been following the news lately, you’ve probably read that JetBlue had a customer experience nightmare when they left passengers stranded on a plane for 8 hours. Apparently there was little food, the air quality was horrible, and passengers were left to wonder why they were waiting. Let’s just hope the plane was not full, and give our condolences to anyone that had to sit next to an unruly neighbor. What the debacle reminds us is that providing customer service is not just important, but it’s vital to an organization. What organization would want to risk looking $30 million because of poor customer service? I am a big JetBlue fan and they wouldn’t lose me as a customer because of an instance like this. Would I be annoyed? Of course! But I have to remember that overall the company has provided me with a great customer experience, so one bad experience won’t push me away, but many would. To any corporation, heed this advice: one bad customer experience is excusable, but many is not. Pay attention to what your customers are saying. Otherwise you too may be forced to fork over the money to win your customers back.
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Completely agree, Jason, and funny timing. I just sent an email to JetBlue customer service.
I think the love they built up in their customer base will serve them well. They are known for great customer service and seem to be handling the aftermath of their mistakes very well. Had they not responded right away I might be worried, but I just can't believe they'll let something like this happen again. They've built customer trust and seem to be taking the right steps to support it.
Posted by: Shawna S | February 21, 2007 at 02:13 PM
Check this out:
http://www.youtube.com/watch?v=-r_PIg7EAUw
I can think of some politicians tht could learn lessons from this.
Posted by: Martha Feingold | February 21, 2007 at 04:11 PM