Podcast
Questions and Answers
What prompted JetBlue to start using social media on a large scale?
What prompted JetBlue to start using social media on a large scale?
- The outreach on Twitter after the operations failure
- The creation of the company’s “Customer Bill of Rights”
- The YouTube video 'Our Promise to You' receiving over 400,000 views (correct)
- The customers' feedback in the YouTube comment section
What aspect of customer feedback in the YouTube comment section was extremely helpful for JetBlue?
What aspect of customer feedback in the YouTube comment section was extremely helpful for JetBlue?
- Compliments about the brand without any constructive criticism
- Negative feedback that was discouraging for the company
- Customers talking about their feelings regarding the brand (correct)
- Discussions about the operations failure
What prompted JetBlue to develop other social media approaches?
What prompted JetBlue to develop other social media approaches?
- The creation of the company’s “Customer Bill of Rights”
- The YouTube video 'Our Promise to You' receiving over 400,000 views (correct)
- The customers' feedback in the YouTube comment section
- The outreach on Twitter after the operations failure
What made JetBlue realize the importance of two-way communications with their customers?
What made JetBlue realize the importance of two-way communications with their customers?
What prompted JetBlue to start using social media on a large scale?
What prompted JetBlue to start using social media on a large scale?
What was the significant event that led to JetBlue's $30 million loss?
What was the significant event that led to JetBlue's $30 million loss?
How did CEO David Neeleman's demeanor come across in the online video apology?
How did CEO David Neeleman's demeanor come across in the online video apology?
What was the primary motive behind JetBlue using social media as part of their apology?
What was the primary motive behind JetBlue using social media as part of their apology?
What was the impetus for JetBlue to start using social media on a large scale?
What was the impetus for JetBlue to start using social media on a large scale?
Why did JetBlue realize the importance of two-way communications with their customers?
Why did JetBlue realize the importance of two-way communications with their customers?
What event prompted the company to develop other social media approaches?
What event prompted the company to develop other social media approaches?
What prompted JetBlue to start outreach on Twitter?
What prompted JetBlue to start outreach on Twitter?
How did JetBlue's experience with making a major apology lead to the company's large-scale use of social media?
How did JetBlue's experience with making a major apology lead to the company's large-scale use of social media?
In what way did JetBlue's CEO, David Neeleman, present the online video apology 'Our Promise to You'?
In what way did JetBlue's CEO, David Neeleman, present the online video apology 'Our Promise to You'?
What was the outcome of JetBlue's attempt to keep its planes on schedule during the winter ice storms in 2007?
What was the outcome of JetBlue's attempt to keep its planes on schedule during the winter ice storms in 2007?
What prompted JetBlue to lose $30 million in storm-related expenses, refunds, vouchers, and extra crew expenses?
What prompted JetBlue to lose $30 million in storm-related expenses, refunds, vouchers, and extra crew expenses?
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