JetBlue Airlines has earned a Marketer of the Year award because of their focus on the customer.
We can learn a few tips by observing JetBlue’s thriving business. Here are some insights from JetBlue’s Andrea Spiegel, vice president of sales and marketing:
Attend to Customer’s Needs
“All of our policies and procedures are designed around what would make our customers’ experience the most hassle-free. From the design of our Web site to the tone of voice of how we speak to our customers is about this notion of bringing humanity back to air travel. It’s really about catering to the basics … our customers’ very basic needs.”
Are you paying attention to your customer’s needs? Or just your own? Everything your business does should be customer focused.
Communications with Customers
“While we’re a paperless airline, we also do virtually no direct mail. Having said that, we are greatly increasing our amount of e-mail that we send out. But to date, our success has really been direct to our customers and in the form of word of mouth. And while we may not have used traditional direct marketing tactics, we are all about communicating very clearly about and very directly to our customers.”
Hire Customer Focused Employees
“The real secret of our success is our crewmembers. We recruit based on people’s ability to communicate and people who understand what customer service is all about — not necessarily people who have airline experience or travel industry experience, but people who understand the importance of knowing how to deal with people.”
JetBlue is making money because they don’t take their customers for granted.
Are you communicating effectively with your customers? Are your business goals and driving principles customer focused? If not, make some changes and you’ll soar to great heights like JetBlue.