Joel Peterson, chairman of the board at JetBlue Airways and Stanford business school professor, spoke with MarketWatch and covered brand strength, loyalty programs, and how airlines can differentiate in the current environment by making customers happy.
In the video, Peterson reminds everyone that JetBlue was the originator of the Customer Bill of Rights. He also had a few interesting quotes on branding and loyalty:
“A brand is a habit, if customers don’t have to think about it, your brand is really strong.”
“People buy loyalty via points systems. Loyalty programs are very powerful and have made us lazy, you don’t have to delight customers all the time because there’s such a monetary incentive to keep them.”
Check out the short full video interview below:
The responses below are not provided or commissioned by the bank advertiser. Responses have not been reviewed, approved or otherwise endorsed by the bank advertiser. It is not the bank advertiser's responsibility to ensure all posts and/or questions are answered.
1 comment
I fly JetBlue twice a week or so. The last 6 weeks have been brutal at JFK. Most of my flights have been delayed 2+ hours or more. I like JetBlue but I’m not delighted right now. Please reduce your schedule at JFK to improve ops or I only have any choice other than to say adios!