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    Jetblue Case

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    Budy s Raharja
    Jetblue aims to differentiate itself through excellent customer service. It empowered employees to creatively solve customer issues and uses multiple communication channels like social media to respond quickly. Implementing a single-channel system allows customers to have continuous conversations across different mediums while maintaining a complete history in Jetblue's database. Introducing the Gladly app maintained Jetblue's mission while solving problems like customers disliking ticket numbers and agents unable to see full conversation histories across channels. It stores all interactions in one place for faster resolution from any agent.

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    Jetblue Case

    Uploaded by

    Budy s Raharja
    89 views5 pages
    Jetblue aims to differentiate itself through excellent customer service. It empowered employees to creatively solve customer issues and uses multiple communication channels like social media to respond quickly. Implementing a single-channel system allows customers to have continuous conversations across different mediums while maintaining a complete history in Jetblue's database. Introducing the Gladly app maintained Jetblue's mission while solving problems like customers disliking ticket numbers and agents unable to see full conversation histories across channels. It stores all interactions in one place for faster resolution from any agent.

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    jetblue case

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    Jetblue aims to differentiate itself through excellent customer service. It empowered employees to creatively solve customer issues and uses multiple communication channels like social media to respond quickly. Implementing a single-channel system allows customers to have continuous conversations across different mediums while maintaining a complete history in Jetblue's database. Introducing the Gladly app maintained Jetblue's mission while solving problems like customers disliking ticket numbers and agents unable to see full conversation histories across channels. It stores all interactions in one place for faster resolution from any agent.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Download as pptx, pdf, or txt
    89 views5 pages

    Jetblue Case

    Uploaded by

    Budy s Raharja
    Jetblue aims to differentiate itself through excellent customer service. It empowered employees to creatively solve customer issues and uses multiple communication channels like social media to respond quickly. Implementing a single-channel system allows customers to have continuous conversations across different mediums while maintaining a complete history in Jetblue's database. Introducing the Gladly app maintained Jetblue's mission while solving problems like customers disliking ticket numbers and agents unable to see full conversation histories across channels. It stores all interactions in one place for faster resolution from any agent.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Download as pptx, pdf, or txt
    of 5

    1.

    How can service value differentiation an


    airline like jetblue
    • Jetblue mission is customer service focus that portrayed by their top management statement/attitude:

    David neeleman, stated, “we’re going to offer something that no other airline will offer customers. We’re
    going to be held accountable.

    Social care team mission, “to inspire humanity”, its head Meacham also added, “we want you to be able
    to see who JetBlue is from looking through the @jetblue twitter feed
    • The company eliminated strict protocols for dealing with customer service incident and instead empowered
    employees to be creative and responsive in dealing with customers.
    • Their DNA of always giving the best in their services
    • Utilize many form of comunication channel  teitter, Facebook, monitoring traffic control (exp:blog)
    • Service focused oriented that portrayed in bahaviour of their crewcabin:
    Fast respone regarding the customer condition such as helping to carry passanger luggage cabin luggage
    compensate flights delay and cancellation → company wide policy  issued customer bill of rights
    2. What are the advantages of single-channel
    communication for jetblue’s customer and jetblue
    • Single channel/integrated channel will able to boost transparency and
    accountability:
    1. Enable travellers to have one continuous conversation with
    JetBlue’s customer support team across multiple communication
    channels
    2. Allow customers to move from one communication channel – such
    as phone, text, chat, email, Tweet or even Facebook message – to
    the next without taking valuable time to repeat and recap their
    previous conversations.
    3. Customers will be able to have continuous, real-time conversations
    through whichever channel they prefer
    4. History of complaint will permanently stored in company database
    Jetblue perspective
    • Increasing customer satisfaction  engagement  loyalty  revenue
     profit
    • Increasing Jetblue’s brand image in the eye of their customer and
    competitors
    • Simplified the way of communication and coordinating  increasing
    operational efficiency  faster solution
    • Extend communication range
    3.How Jetblue implement the new glady web
    app without distrupting existing operations
    • Mantain their initial mission and core value of their service excellent  to be accountable and
    transparent
    What Gladly Found
    ● Customers are really hate to being relate just to ticket number à they prefer to address by their
    name
    ● Customers had multiple conversations that utilize different customer service agents and different
    communications channels.
    What Gladly Tend to do

    • Customers is jut not merely a ticket number


    • Every interaction is stored in one time phase conversation (complete conversation history) and easy
    to access → customer does not need to repeating everything
    • Multiple agent can work in parallel to solve the issue  faster than traditional CRM system

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