JetBlue did it right

By Brent Dixon on February 22, 2007

17 Comments

On Monday JetBlue used YouTube to release a response to last week’s runway debacle. In the video, their founder and CEO David Neeleman openly admits their mistakes and explains what steps they’ve put in place to make sure that nothing like this will ever happen again.

What an amazing and common-sensical (might not be a word) response. Watch the video – What other company, especially at the CEO level, has ever been this open, up-front and vulnerable about a mistake like this?

I say vulnerable, for one, because they chose to release it on YouTube where they would be at the mercy of commentors, instead of opting for a “safer” release.

To (almost) quote Paul McEnany from Beyond Madison Avenue:

“You can tell their CEO actually gives a [crap], and the company turned circles to make sure we all knew that.”

As a part of the solution, they’ve also created a Customer Bill of Rights.

Sidenote: This is such a better use of YouTube than using it as a mindless catch-all for “going viral.”

Filed under: , , ,

Comments

Subscribe to comments
Required Field