My wife is becoming a customer evangelist for JetBlue Airways. And with good reason, it seems. Not only are their flights comfortable, roomy, on time, and best of all, inexpensive, but they are becoming known for their customer-focused attitude.
To underscore their dedication to service, JetBlue sends out an email to customers returning from a flight. They say that, in order to better serve their customers, they invite you to take a brief customer satisfaction survey. Nothing too revolutionary about that. But here's the cool thing...
Right below the link that you need to click to take the survey, there is a beautiful sentence. Beautiful in its simplicity, beautiful in its message.
"If you have an urgent concern or a comment that you believe requires immediate attention, you may send your comments directly to a Customer Commitment Specialist who will assist you directly."
And then there is a link to contact their customer service department. So simple.
You want your customer's input on their service experience. If it was a positive experience, there is a survey to relay your feelings. But if you had a negative experience, JetBlue wants to hear about it immediately. That is putting your money where your mouth is. And a great way of getting candid feedback, which will help them improve their business.
--- Chuck Dennis
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