As you know, Alan had a very bad experience with US Airways , and reading the comments and stories on his post, he seems not to be the only one. :-(
What seems to be a common theme is the the frustration bordering on real anger of no real redress. Valued possessions lost, missed weddings, bad service and a sense of hiding behind the corporate machine. Yet we know that flying when it goes wrong can lead to an intense experience of being let down at the moment of real trust. I trust you to get there safely, I trust you to get me there on tme, I trust you not to lose my possessions, and I trust you to listen me when I feel that trust has been abused. I should know I travel extensively.
Sloan School of Management Professor Glen L. Urban describes a need for trust based marketing strategies in a time of information empowerment.
Alan, talks about the idea that companies are from Mars and customers are from Venus, he also argues that if companies spent the 20th Century managing effciencies, they must spend the 21st Century managing experiences. Because Mars can't give Venus what she wants tangible support in the daly life she chooses to lead. She wants to be freed from the stress, rage, injustice and personal defeat that accompany so many of her commercial transactions
However, it seems US Airways has not delivered on either count. If you want to have your voice herad, you can go to Frequent Flyers Organized and Committed to US Airways Success
They say
Given the recent developments with USAirways, FFOCUS is asking the question, "Are you ready to walk away from US?"
Interestingly we received this letter that JetBlue published after their recent catastrophe, which saw their entire infrastructure collapse, due to bad weather. We know US Airways, is not the only culprit, but what is remarkable that in today's world of promiscuous consumers, why would one want to lose any customers? Social data analysis tells us that the networked communications between peers and communities can have a negative financial effect on those companies that commit the sin of pissing off their customers.
Often a crisis, is a great opportunity to build customer advocacy. But that requires real engagement, and not for example to be told how you as an individual now fits the company system of compensation. Customer service or lip service?
Dear JetBlue Customers,We are sorry and embarrassed. But most of all, we are deeply sorry.
Last week was the worst operational week in JetBlue's seven year
history. Following the severe winter ice storm in the Northeast, we
subjected our customers to unacceptable delays, flight cancellations,
lost baggage, and other major inconveniences. The storm disrupted the
movement of aircraft, and, more importantly, disrupted the movement of
JetBlue's pilot and inflight crewmembers who were depending on those
planes to get them to the airports where they were scheduled to serve
you. With the busy President's Day weekend upon us, rebooking
opportunities were scarce and hold times at 1-800-JETBLUE were
unacceptably long or not even available, further hindering our
recovery efforts.Words cannot express how truly sorry we are for the anxiety,
frustration and inconvenience that we caused. This is especially
saddening because JetBlue was founded on the promise of bringing
humanity back to air travel and making the experience of flying
happier and easier for everyone who chooses to fly with us. We know we
failed to deliver on this promise last week.We are committed to you, our valued customers, and are taking
immediate corrective steps to regain your confidence in us. We have
begun putting a comprehensive plan in place to provide better and more
timely information to you, more tools and resources for our
crewmembers and improved procedures for handling operational
difficulties in the future. We are confident, as a result of these
actions, that JetBlue will emerge as a more reliable and even more
customer responsive airline than ever before.Most importantly, we have published the JetBlue Airways Customer Bill
of Rights—our official commitment to you of how we will handle
operational interruptions going forward—including details of
compensation. I have a video message to share with you about this
industry leading action.You deserved better—a lot better—from us last week. Nothing is more
important than regaining your trust and all of us here hope you will
give us the opportunity to welcome you onboard again soon and provide
you the positive JetBlue Experience you have come to expect from us.Sincerely,
David Neeleman
Founder and CEO
JetBlue Airways
I am sure Alan would argue this demonstrates, a desire to meaningfully engage with JetBlue's customers, to share responsibility and demonstrate a willingness to try and set the record straight. A significant move to re-establish trust. Remember trust based strategies in a time of information empowerment?
Perhaps JetBlue Customers might like to comment on their views on the JetBlue letter? At least it strikes an honest chord at CDB in trying to deal with a crisis. In my opinion.
As Perry de Havilland of Samizdata says
People will talk about you whether you like it or not, the good, the bad and, the ugly. So you might as well join in the conversation
Think about it, someone confronts you they are intensely angry, to turn that negative intensity into positive advocacy, means a greater customer retention than that one customer. You get verbal positive advocacy. Word of Mouth sells.
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