The Customer View

The Colonel and the Pope

Recently, global fast-food chain KFC decided to offer a fish sandwich during the period of Lent (the forty day period of Christian fasting that precedes Easter).  Not satisfied by merely cashing in on a religious holy period, KFC has requested a blessing of their fish sandwich from the Pope!  Holy Endorsements!

Now, certainly, I can see the marketing appeal for hard-core Catholics, but could this have a reverse effect on Protestants, Jews, Muslims, Buddhists, Devil-worshipers, Atheists, Agnostics, and members of the Saint John Coltrane Church?  And anyone else who does not see the Pope as an infallible entity?  I mean, how much sense does it make for a fast food chain, or any secular business, really, to draw a line in the sand and ask for a Papal endorsement?  You run the risk of alienating as many, if not more, people than you attract.

And, not to delve too deeply into religious matters, but what does it say to Catholics everywhere if the Pope does offer his endorsement to the KFC fish sandwich?  Can we expect to see a Nike Swoosh symbol on his mitre?  Stock car-like logos all over the Popemobile?  This is a slippery slope, and I am surprised at KFC for even venturing to ask the Pope for such an endorsement, and I am surprised that the Pope's office has not immediately and categorically refused the request.

  -- Chuck Dennis

Jet Blue's Valentines Day Blues

Ah, Jet Blue.  I suppose it was just a matter of time before you, too, stepped in it.

Jet Blue airlines has been a favorite of ours for some time now, due to their less expensive fares, new jets, creature comforts such as large comfortable leather seats for everyone, and individual TV sets at each seat that show satellite TV when available, or at the very least, your choice of two movies. 

This is a company that really seems to "get it," in terms of seeing the world through its customers' eyes.  In fact, an article in Inc. Magazine describes a scenario where Jet Blue's CEO traveled on a flight, and helped the attendants serve customers, and stopped and chatted with each one!  The CEO and founder, David Neeleman, was asked how he came up with the airline's great innovations.  "I get most of my ideas on flights like this one," Neeleman said. "The customers tell me what they want."

This is why it was particularly disturbing to read about the Jet Blue passengers who were forced to sit on board an outbound plane at JFK Airport in NY for 11 hours, due to foul weather, compounded by logistic and equipment issues.  Another incoming flight landed at 10 AM, but passengers could not get off the plane until nearly 7 PM.  Other flights suffered similar delays.  The chaos was exacerbated by the vast sea of luggage that had to be returned to delayed / stranded passengers.

This was a serious black eye for any airline to suffer, but especially for Jet Blue, that had prided itself on its customer focus.  Mr. Neeleman, the CEO, has been up front in apologizing profusely for the problems and inconveniences, and has tried to put his money where his mouth is by offering refunds and vouchers, based on the level of inconvenience suffered by each passenger.  But really, what else could he do, if he wishes to stay in business?

Only time will tell whether Mr. Neeleman's promised overhaul of operations will actually make a difference in future crises.  If his disaster recovery skills are as bountiful as his other customer-focused ideas, then there is a good chance that Jet Blue can bounce back.  We hope that they do.

  -- Chuck Dennis

Homophobia Sells???

A while back, in this space, I commented on the Dodge commercial with the little Tinkerbell type character who flew around, changing big powerful things into cute things, but she couldn't change the Dodge automobile, which apparently was so tough that the blast from her magic wand knocked her into a brick wall, where a tough-looking guy laughed at her, calling her a silly little fairy.  She then zapped him into a wearing a matching sweater and shorts ensemble, and changed his macho dog into a group of three pekingnese or poodles, as he squealed "Ohhhhhh!"

Well, apparently, Madison Avenue still thinks homophobia is a big hoot, and will sell product.  During the Super Bowl a few days ago, where companies roll out their big money commercials, the Mars candy company ran a commercial for their Snickers brand candy bar.  The ad had two big burly guys working under the hood of a car.  One guy popped a Snickers in his mouth while working, and the other guy was so enamored with the candy bar that he bit the other end of it.  Then both guys proceeded to take bites of the candy bar until it was all consumed, and their lips briefly touched.  They were horrified when they realized what had happened, and decided they needed to do something "manly" to compensate for this accidental buss.  So they decided to rip out handfuls of their chest hair.

Curious.  Is this funny?  Is it zany?  Is the thought of two men kissing so preposterous to some ad writers, producers, and executives, that they think it will sell candy bars?  I continue to be stunned that in this day and age, homophobic ads still get written, and more incredibly, produced and approved, for airing on national TV.  And for the Super Bowl, where millions are viewing, and the ads cost gazillions of dollars... what genius decided that Snickers would do well to be known as they official candy bar for homophobes? 

Political correctness aside, is it good business to alienate anyone? 

Tonight, I heard on the news that Mars has pulled the ad.  I did not hear that any apology was given. http://money.cnn.com/2007/02/06/news/companies/snickers/?postversion=2007020614  Basically, all they had to say was that the intent was not to offend.  Wonder what the intent was?

  -- Chuck Dennis