Thursday, February 22, 2007
Apologies for the dearth of posts. Been travelling and dealing with hairy partner issues (figurative not literal :P). One of my trips this past week was to NYC to visit one of our recently signed partners. I'd forgotten how freakishly cold the city can be. Had just gotten on the JetBlue plane to fly back to Oakland, when David Barger, JetBlue's president, jumped on the flight with a very humbling apology. Here he is with his orange flight vest...
I'd read about JetBlue's issues last week and frankly didn't even consider that it would effect my trip. If I'd been a passenger left stranded on the tarmac for 10 hours, I'd probably be considering harsher things to say. But without that luggage, it was great to see the president of a company take full and complete accountability for issues that, in my opinion, seemed fairly out of his control.
That type of direct corporate engagement with me as a customer (6 hours of SportsCenter helped as well) did a ton to increase my loyalty to the JetBlue brand. A rapid rabid response to catastrophic events from the very top of their organization showed JetBlue's true colors. Kudos.