I have just read a post off one of the course required blogs, "Global Neighborhoods". The article , Jet Blue: There's a Problem With Your Audio Channel , discussed Jet Blue's recent bashing concerning their poor customer service. Once promulgated as "America's favorite airline", Jet Blue has taken a nose dive in recent weeks as the case heats up. In its mere seven years of existence, Jet Blue has compiled quite a list of complaints, leading them to a guilty verdict in the case of committing the "1st lethal sin of large organizations" - not listening to customers.
Their customer service problems stem from their inability or rather lack of heed when it comes to listening to their customers. Jet Blue does not stand alone when it comes to this issue. Most companies send you on a wild goose chase to find a customer service e-mail address or number. Then once hunted down you find yourself on the phone for endless minutes...hours listening to an automated voice droning on. Helpful? I think not.
It has been suggested that Jet Blue make better use of its blog. The current set up is geared towards coroporate and does not allow comments, thus preventing much customer contact through this channel. If set up properly however, I feel a blog could be of great benefit to the company by opening up a line of communication between them and their customers.
Jet Blue had, and still does have a lot going for them. They just need to open their ears.
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Hey Laura!
I love your title for this post!! I agree about blogging being beneficial to the company if you include your customers in the blog feedings. Because what better and efficient way to find out what your consumers like and dislike about you than through the fast pace of internet usages. It all goes back to management essentially, we'll see if they are listening now!
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