JetBlue handles delays by doing the little unexpected extras

by Stan Phelps

in purple goldfish project

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A great example of being proactive with #custserv

#414 in the Project comes from Sharon Trainor-Smith.  Sharon talks about an experience with JetBlue:

jetblue promise“When flights are delayed they often show up at the gate with tables full of free water and snacks, and then set up a trivia game for everyone with good prizes such as free flight tickets, gift certificates, etc. The stranded passengers LOVED these bonuses and there was a lot of positive buzz. Plus by giving out flight tix, we were incented to come back to Jet Blue. It turned a bad situation into a really positive group and brand bonding opportunity.”

Marketing Lagniappe Takeaway: When faced with lemons . . . make lemonade. Make the best out of a bad situation by being proactive.  It’s not about the water, snacks or trivia . . . it’s about what they represent.  They stand for the fact you care about your customers.  Kudos to JetBlue for bringing a little humanity back to air travel.

jetblue wireless hotspotToday’s Lagniappe (a little something extra) – A couple weeks ago Taylor Swift did a private concert at JetBlue’s T5 terminal at JFK.

Here is the backstory on the terminal where wireless is always FREE:

Lagniappe defined: A marketing lagniappe, i.e. purple goldfish,  is any time a business goes above and beyond to provide a ‘little something extra’. It’s that unexpected surprise that’s thrown in for good measure.

How do you stand out in the sea of sameness? How do you win repeat customers and influence word of mouth?  Are you Giving Little Unexpected Extras?

What’s Your GLUE?

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