As customers become increasingly aware of marketing techniques and underlying motives for brands, it becomes more difficult to sell to them. Luckily, there are still a few brands whose techniques you can learn from – and, perhaps surprisingly, one of them is JetBlue.<\/p>\n
JetBlue, a major airline, sees their customers as individual people, not just numbers. This \u201chuman\u201d aspect of JetBlue\u2019s branding is their most important trait; especially in the airlines industry – a market oversaturated with stale experiences (and peanuts)\u2014it\u2019s crucial to stand out. JetBlue does so by going the extra frequent-flyer mile to make customers feel at home through genuine, human interactions.<\/p>\n
Another interesting JetBlue method is categorizing their customer engagement. <\/p>\n
There are two different categories of interaction – micro and macro – that refer to small, one-on-one encounters and the big picture, respectively. With an emphasis on making the individual experience as pleasant as possible without losing sight of the forest in the process, JetBlue creates an atmosphere that balances hospitality and efficiency.<\/p>\n
One of the most oft-overlooked aspects of customer engagement is that it goes two ways. Responding to customers is objectively important, but it\u2019s an exercise in futility if you aren\u2019t also listening to what they\u2019re saying in the first place. Too often, a customer service team\u2019s first response is to address comments or concerns with damage control in mind; instead, have a dialogue with your customers. <\/p>\n
If the interaction doesn\u2019t feel like a conversation, you\u2019re doing it wrong.<\/p><\/blockquote>\n
JetBlue also has a profoundly healthy response to crises. Where others merely apologize, condescend, and\/or brutally drag people off of the airplane when faced with an overbooking or a late departure, JetBlue bends over backward to ensure that their response is both heartfelt and actually useful to those affected. <\/p>\n
This is something with which I actually have experience – at one point, JetBlue had to delay one of my flights for several hours, a circumstance to which their response was complimentary drinks and $75 vouchers for future flights. There\u2019s no replacing convenience, but JetBlue did their damnedest, and that\u2019s what I remember about them. <\/p>\n
As you approach this year\u2019s customer encounters, remember the two-way approach and avoid falling into the trap of talking rather than listening.<\/p>\n","protected":false},"excerpt":{"rendered":"
(BUSINESS NEWS) Getting people to remember, let alone love a brand is near impossible, but JetBlue shows a promising path forward.<\/p>\n","protected":false},"author":337375,"featured_media":12817,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_jetpack_newsletter_access":"","_jetpack_dont_email_post_to_subs":false,"_jetpack_newsletter_tier_id":0,"_jetpack_memberships_contains_paywalled_content":false,"_jetpack_memberships_contains_paid_content":false,"wds_primary_category":0,"footnotes":"","jetpack_post_was_ever_published":false,"_links_to":"","_links_to_target":""},"categories":[94],"tags":[1762,1234],"class_list":["post-12810","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-real-estate-brokers","tag-loyalty","tag-real-estate-news"],"jetpack_featured_media_url":"https:\/\/theamericangenius.com\/housing\/wp-content\/uploads\/sites\/2\/2018\/01\/jetblue.jpg","jetpack_sharing_enabled":true,"amp_enabled":true,"_links":{"self":[{"href":"https:\/\/theamericangenius.com\/housing\/wp-json\/wp\/v2\/posts\/12810","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/theamericangenius.com\/housing\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/theamericangenius.com\/housing\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/theamericangenius.com\/housing\/wp-json\/wp\/v2\/users\/337375"}],"replies":[{"embeddable":true,"href":"https:\/\/theamericangenius.com\/housing\/wp-json\/wp\/v2\/comments?post=12810"}],"version-history":[{"count":4,"href":"https:\/\/theamericangenius.com\/housing\/wp-json\/wp\/v2\/posts\/12810\/revisions"}],"predecessor-version":[{"id":12820,"href":"https:\/\/theamericangenius.com\/housing\/wp-json\/wp\/v2\/posts\/12810\/revisions\/12820"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/theamericangenius.com\/housing\/wp-json\/wp\/v2\/media\/12817"}],"wp:attachment":[{"href":"https:\/\/theamericangenius.com\/housing\/wp-json\/wp\/v2\/media?parent=12810"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/theamericangenius.com\/housing\/wp-json\/wp\/v2\/categories?post=12810"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/theamericangenius.com\/housing\/wp-json\/wp\/v2\/tags?post=12810"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}