At a reception for JetBlue’s most frequent Mosaic flyers, I had the opportunity to listen to the airline’s top management discuss its ambitions to improve operations and enhance customer experience. The discussion was excellent and — on a whim — I asked one of the most senior executives what JetBlue’s customers could do to improve the airline. He paused for a long moment and essentially responded, “The most important way our customers could improve the airline would be by being more polite.” He talked about how stressful and debilitating it was for ticket agents, gate agents, and flight attendants to deal with rude and ill-mannered flyers. Nicer customers, he maintained, would make for a nicer experience for everyone.
Your Customers’ Behavior Is a Competitive Advantage
Why JetBlue is teaching its passengers manners.
January 16, 2015
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