![]() It wasn't until 2009 that JetBlue customers started asking too many customer support questions on Twitter for the small team to handle without help. Building the Customer Commitment Teamīelieve it or not, JetBlue didn't always have a big support team behind their tweets. Sure enough, the Saturday night team responded in 10 minutes on the dot.Įven though I didn't have a question or complaint for them, the response added a little sunshine to my day - and that is a form of value in and of itself. I tested this out myself before boarding my JetBlue flight last weekend. And, impressively, they average a 10-minute response time. We look for opportunities to add value and connect with our customers, not just respond to every single mention that comes our way."Īnd with 2,500-2,600 Twitter mentions every day, you can bet JetBlue has people working hard to cover their social media accounts 24/7 and read every single tweet that comes in. "We want our employees to engage smartly, and for the conversations to be organic and natural. In other words, employees don't feel pressured to hit a response goal by sending quick responses to every single tweet that comes in. They prioritize responding to tweets where they'd be contributing value. "We recognize how important it is to measure the ROI of our social media efforts, but we actually make a point of not measuring response rate on Twitter," says Laurie. That's where a lot of their customers were talking about them - from thanking them for the ample legroom to asking about flight status updates.īut JetBlue doesn't just respond to everything blindly. Moving customer service to Twitter was a natural move for JetBlue, Laurie explained. Her team is made up of seasoned customer service professionals who answer customer service tweets on Twitter instead of on the phone. There are three teams that tweet from the account: the marketing team, the corporate communications team, and Laurie's team - Customer Commitment. The employees behind JetBlue's Twitter handle aren't just social media marketers. How JetBlue Uses Twitter for Customer Service Those small wins and acts of goodwill add up, she explained. Laurie told me this story with a smile on her face, naming it as one of the small wins that has stuck with her this year. Saw my tweets & chatted with me in the terminal. Half an hour later, Alex tweeted again - this time about how amazed he was at the steps JetBlue had taken to provide him with an unexpectedly exceptional customer service experience. The folks at Logan Airport studied Alex's Twitter profile picture, and then walked around the terminal until they found him so they could follow up with him in person. The JetBlue employee in Salt Lake City who responded to his tweet sent it to the JetBlue folks at Logan Airport in Boston. At this point, most companies would pat themselves on the back and call it a job well done. JetBlue answered Alex's question - and he wasn't even mad about it. JetBlue Airways January 28, No big deal! #SadlyWavingToFlight590 #ThosePeopleLookHappy Standby is only allowed for the flight prior to yours. Within three minutes, JetBlue had The $50 is for a confirmed seat for our same day change policy. In January of this year, a man named Alex tweeted at JetBlue asking about their standby policy - namely, why he would be charged $50 for getting on an earlier flight than the one he was ticketed for. Let me give you a taste of what she's talking about here. ![]() It's no different than any other part of the airline." "We're all about people," she explained, "and being on social media is just a natural extension of that. Laurie's been at JetBlue for over eight years now and has spent the last two as Manager of Customer Commitment. I had the pleasure of sitting down with her last week to chat about JetBlue's uniquely dedicated approach to Twitter as a customer service outlet, rather than simply a social media marketing tool. ![]() (While this phrase isn't original to JetBlue, it's been in common use within the company since their first flight in 2000 - before it became popularized by Zappos COO/CFO Alfred Lin.) "We call ourselves a customer service company that happens to fly planes," Laurie Meacham says. You may not have very high expectations for most large companies, but JetBlue has done a great job differentiating themselves on Twitter by finding clever ways to exceed our expectations. ![]()
0 Comments
Leave a Reply. |
AuthorWrite something about yourself. No need to be fancy, just an overview. ArchivesCategories |