Defining the JetBlue customer experience


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Here’s a great clip of David Neeleman, CEO of JetBlue talking about the importance of the customer experience. This is part of a talk that Neeleman gave to the Stanford Entrepreneurial Thought Leaders lecture program in 2003. Neeleman’s comments on the decision-making process in defining and improving the customer experience remain relevant today. Take a look at this short 3 1/2 minute segment.


Here’s the takeaway: Creating a superior customer experience is the result of both good decision-making and execution. You hear a lot of talk today about creating this unique type of experience, but few companies can actually pull it off. But for those who do, the rewards are enormous.

Republished with author's permission from original post.

Patrick Lefler
Patrick Lefler is the founder of The Spruance Group -- a management consultancy that helps growing companies grow faster by providing unique value at the product level: specifically product marketing, pricing, and innovation. He is a former Marine Corps officer; a graduate of both Annapolis and The Wharton School, and has over twenty years of industry expertise.


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