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.
