JetBlue uses Twitter – Listens to Customers, Grabs New Business. It is one of the United States’ significant air-transporters and the 6th biggest carrier in the country. JetBlue is dedicated to providing award-winning service. There are various ways to talk to some at jetblue customer service which are: By Dailing their helpline number:1-800-JETBLUE. Not to mention, people on Twitter can be the worst — the anonymity combined with the enormous potential of a platform can turn people into dicks. The folks at Logan Airport studied Alex's Twitter profile picture, and then walked around the terminal until they found him so they could follow up with him in person. How helpful do you think their answer will be? Jetblue Customer Service Phone Number Contact Information: Speak to Live Person. Posted on April 16, 2008 by Christopher Brown | 6 Comments. The daily service will begin on June 24 and operate year-round. Chris Hemsworth Is Exactly What’s Wrong With the Fitness Industry, I Stumbled Into the Secret World of High-End Ghostwriting, I Am Completely Rethinking How I Earn Money as a Writer (the Old Ways Are Dying), My New Neighborhood Coffee Shop Is Secretly an MLM Front, I Have a Deeply Personal Hatred For For-Profit Universities, Stop Wasting Your Creative Time and Energy Producing Social Media Posts for Your Content. When I was in college, I took a course called Peer Support. Whether it’s a compliment, a complaint, or a problem, JetBlue’s support team ensures they take it as far as they’re able, but absolutely no further. On social media, people expect an instant reply. Full-page newspaper advertisements boasted low fares, new aircraft, leather seats, spacious legroom, and a customer-service-oriented staff committed to "bringing humanity back to air travel". She/her. Plus, let's face it ... air travel isn't exactly fun and sexy. “— Laurie Meacham, JetBlue’s social media wiz. Believe it or not, JetBlue didn't always have a big support team behind their tweets. We feel like we need to fix our friends’ problems, and that referring them to a specialist means we’ve failed. Those small wins and acts of goodwill add up, she explained. zuliewrites.com. When you tweet at a company that has over 16,000 employees, how quickly do you expect them to respond to you? An occasional newsletter highlighting the best stories, tips, and tools to become a better marketer. They have the most leg room in economy, the best (and … It turned out to be Boston, and the Boston team greeted him at the gate with cupcakes and a banner. Laurie told me this story with a smile on her face, naming it as one of the small wins that has stuck with her this year. You may unsubscribe from these communications at any time. Image courtesy of Shutterstock. If a specific airport is mentioned in a Tweet, the JetBlue employees manning and responding to the Tweets will email the customer service representatives at that airport. It’s easy to say and harder to fulfill online, especially through the faulty medium of Twitter. That customer-focus also gives employees a larger purpose and makes for a happier company internally. There are three teams that tweet from the @JetBlue account: the marketing team, the corporate communications team, and Laurie's team -- Customer Commitment. Five years later, the team is 25 people large. Would a twitter parade suffice? It helped that responding to these tweets probably deflected some calls to the 1-800-JETBLUE contact center. Marketing automation software. A tenet of supporting people — whether they’re your pals or disgruntled customers — is to make them feel heard. "Yesterday, a customer tweeted at us about an event JetBlue was sponsoring that the social media team wasn't aware of," Laurie told me. hbspt.cta._relativeUrls=true;hbspt.cta.load(53, 'd697d132-e6d3-4552-b783-8d052022e792', {}); Originally published Jul 28, 2014 8:00:00 AM, updated October 20 2017, Delighting People in 140 Characters: An Inside Look at JetBlue's Customer Service Success, says. There are three teams that tweet from the @JetBlue account: the marketing team, the corporate communications team, and Laurie's team -- Customer Commitment. Flight delays and cancellations seriously impacted thousands of people, including those who were traveling home from vacations. A JetBlue customer, Paul Brown, sent the company a valentine note on Twitter. We look for opportunities to add value and connect with our customers, not just respond to every single mention that comes our way.". JetBlue does exactly that, ensuring that its customers are listened to. We're committed to your privacy. Laurie's team in Salt Lake City responded: @Alexa_Burrows A hearty welcome home, Alexa! Lush started cracking jokes on Twitter about a JetBlue customer service representative named Regina. For JetBlue, the answer was hiring from within. In it, I learned a lot of skills that helped me help my friends — actively listening without judgment, reflecting back to ensure comprehension, acknowledging gratitude, and admitting mistakes in a way that let us move past them. Bradley Airport is getting a new nonstop route to Miami on JetBlue, the airport announced Friday. They've certainly set the bar high in the airline industry -- they now have 10 consecutive J.D. They create a loyalty badge and a poem (top left image below). That's where a lot of their customers were talking about them -- from thanking them for the ample legroom to asking about flight status updates. After @Alexa_Burrows tweeted @Jetblue about being upset at having to go home and (jokingly) asked for a parade to greet her at her gate, the @Jetblue Twitter team sent the tweet over to the airport that Alexa would be landing at. Also, apologizing to everyone just makes us look apologetically sad and like we may not have a handle on things, when the truth is, we’re doing all we can to get people where they want to go. Free and premium plans, Customer service software. Laurie's been at JetBlue for over eight years now and has spent the last two as Manager of Customer Commitment. But what we could do -- and did do -- was keep people updated on what to expect.". "We’re definitely sorry they’re having to deal with this, but ultimately, there are reasons that flights get cancelled and if we ignore those reasons, we’re putting everyone at risk. By acknowledging the problem themselves, though they can do nothing about it, they ensure the customer feels heard. They looped in the JetBlue leadership team and educated them on what customers were saying and asking on Twitter -- and the value of JetBlue's Twitter responses back to their customers. Review our Privacy Policy for more information about our privacy practices. Take a look. Take JetBlue customer Alexa, for example. It has pretty generic ads, offering fun ideas for destinations and flights. #customerservice pic.twitter.com/7HYtXiAa1Z. Customers were displaced, plans changed, and many travelers couldn't get home for days -- and when that happens, they often take to Twitter. JetBlue is one of those companies that actually put their money where their mouth is — spending time and energy doing the thankless task of support online. JetBlue Airways: Winning the Customer Service Game. “We’re all about people, and being on social media is just a natural extension of that. JetBlue customer service team helps you to overcome your stress level by providing beneficial resolutions. Sure enough, the Saturday night team responded in 10 minutes on the dot. “Connecting customers in the Northeast and South Florida has been a hallmark of JetBlue’s success for more than 20 years and offering our award-winning service and low fares between Hartford and Miami means we can attract … To mitigate communication challenges, JetBlue set up a robust internal network to keep all social media teams informed and get information to and from every airport efficiently. If a specific airport gets mentioned, members of Laurie's team send an email to customer service representatives at the corresponding airport. Standby is only allowed for the flight prior to yours. 3 times I called and waited over an hour each time never to get a person. And sometimes, the team just has to accept the hits. Friends come to me with their problems because they know I’m ready to listen. You will be connected to a live JetBlue customer service representative. Even if it’s out of their power to do anything (as is often the case where weather conditions and engineering issues are completely out of the hands of the support team) JetBlue continues to acknowledge the trouble, disappointment, and hardships their customers face, whether from a delay or not having popcorn on the flight. I asked Laurie about a big challenge her team has faced this year and how they responded to it. They're right at the top of the industry. Her team is made up of seasoned customer service professionals who answer customer service tweets on Twitter instead of on the phone. Okay, reason # one million @JetBlue is the best. But, JetBlue comes close. Unlike other Twitter account reviews I’ve done in the past, this account doesn’t stand out from a general feed perspective. Customers were displaced, plans changed, and many travelers couldn't get home for days -- and when that happens, they often take to Twitter. Marketing advice and case studies to help you market ethically, authentically, and effectively. Let me give you a taste of what she's talking about here. And with 2,500-2,600 Twitter mentions every day, you can bet JetBlue has people working hard to cover their social media accounts 24/7 and read every single tweet that comes in. Contact JetBlue Airways customer service. I learned this in my Peer Support class. It’s nice and sweet and might convince people to buy, but it’s nothing out of the ordinary. They sent out an internal call for job openings and hired only people who were already trained customer service agents with JetBlue. "The biggest wins this year are stories coming out of Boston," Laurie told me. Employees also share an ongoing thread where they can ask questions, share stories, and tag other people in the organization so issues can be fixed as quickly as possible. Customer service takeaway: Your customers don’t always need large gestures, but just want to know they’re appreciated. The difference between great customer service and terrible customer service is often so simple: TERRIBLE: a couple of weeks ago, my husband and I … Although referring people to another person or department is different than referring them to a therapist — it’s the same premise. And, would you expect the person who reads the tweet to follow up on the issue in person? Filled out a form with 3 specific questions, rep called and left a message to call back...wait on hold for over an hour again. #1: JetBlue Excels in Responsiveness. And how many of them use these Twitter conversations to delight in the real world, too? They’re transparent about what they can and can’t do. @asilbs The $50 is for a confirmed seat for our same day change policy. Matthew Lush @MatthewLush. JetBlue’s support team has an excellent grasp of when to resolve things themselves, and when they needed to escalate the concern. And yet, JetBlue, in its wisdom, persists in being a kind, gracious, attentive denizen of Twitter. (While this phrase isn't original to JetBlue, it's been in common use within the company since their first flight in 2000 -- before it became popularized by Zappos COO/CFO Alfred Lin.). JetBlue answered Alex's question -- and he wasn't even mad about it. Here we see how well the customer service teams at Jetblue work together. Supporting people through Facebook Messenger requires you to engage in conversation, or else it can make the person seeking support feel like they’re talking too much when they see that big wall of text they’ve just sent. Where do you find high quality customer service people who are familiar with the airline industry and can learn to emulate your smart-and-witty voice? Free and premium plans, Sales CRM software. "We call ourselves a customer service company that happens to fly planes," Laurie Meacham says. @Alexa_Burrows    Little something to remember us by. JetBlue, the US-based carrier known for its Twitter customer service, came in second at around five-and-a-half minutes. You can reach JetBlue customer service by calling 800-538-2583 or through alternative methods, including email, Twitter, Facebook, and text or live chat via the JetBlue mobile app. Knowing where to send the people who come to you for help is one of the biggest and most important things you can do. Airport Operations; Customer Support; First Officer; Ground Operations; Inflight; Support Center (Corporate) System Operations; Technical Operations; Technology Ventures; Travel … "Our Boston team is our most engaged team. Even though I didn't have a question or complaint for them, the response added a little sunshine to my day -- and that is a form of value in and of itself. "We want our employees to engage smartly, and for the conversations to be organic and natural. They prioritize responding to tweets where they'd be contributing value. JetBlue answered Alex's question -- and he wasn't even mad about it. Her team is made up of seasoned customer service professionals who answer customer service tweets on … He didn't mention where he was flying to or from, but Laurie's team grabbed his name from Twitter and looked up where he was flying out of. The humor is cutesy, but nothing like the scathing wit of Wendy’s, or the clever marketing efforts of Netflix. To help you decide whether you should add Twitter to your customer service repertoire, we’ve listed the main pros and cons of using the platform below. Their customer service is … In fact, 68 percent of customers leave because they perceive you don’t appreciate them. Written by Lindsay Kolowich Cox @JetBlue No big deal! In Peer Support, we were taught it’s human nature to think we can solve everything ourselves. But as you can imagine, it's not always rainbows and butterflies in the airline industry. Pros Multitasking. Psychology nerd. The ability to look into many queries at once exists with Twitter; this would be impossible using a traditional phone line, where you can only speak to one customer at a time. If you need immediate assistance, please call us using the numbers listed above. Introduction. Despite the fact that it takes time to gather resources, answers, and solutions, customers often demand someone reply to them in real-time. But when the JetBlue folks in Boston saw that tweet, they took it to another level -- and ten of them greeted her at the gate with signs, smiles, and marching band music. If you have specific feedback about your JetBlue experience, one of our representatives will get back to you within 5-7 days after you submit the form. Careers at JetBlue . Free and premium plans, Content management system software. Employees have a thread that allows them to pose questions, share information and tag other JetBlue employees. Jetblue vacations customer service is a deadend beyond a dead end. Not only are airlines heavily regulated, but there are a lot of moving pieces involved in giving customers great experiences. I was coached to use language like, “It sounds like you’re feeling X,” and “Tell me more about Y,” as a way to let whoever I was speaking with know that I was listening and that I cared about understanding them. "Our volume of Twitter mentions went way up," said Laurie. Saw my tweets & chatted with me in the terminal. To talk to a live customer service representative in JetBlue Airlines dial , +1-860-590-9393. "But we also don't apologize to everyone," she said. In the meantime, her team of 25 will continue working around the clock to reply to customer tweets with the same dedication their customer support teams respond to customers on the phone. But between May and August of 2009, something kind of crazy happened: @JetBlue's Twitter follower count doubled from 500,000 to over a million in just a three-month period. Our map to the marketing world. "Our volume of Twitter mentions went way up," said Laurie. I had the pleasure of sitting down with her last week to chat about JetBlue's uniquely dedicated approach to Twitter as a customer service outlet, rather than simply a social media marketing tool. Based at the John F. Kennedy International Airport, JetBlue Airlines additionally has its corporate workplaces in Cottonwood Heights, Utah, and Orlando, Florida. Transitioning to a More Customer-Focused Culture. "We couldn't change the weather, we couldn't make conditions safe to fly, and we couldn't get them where they needed to go. By signing up, you will create a Medium account if you don’t already have one. JetBlue’s social team connected with their design team and the company that runs their loyalty program software and quickly created the actual loyalty badge (bottom right image below) so that Paul could get it on his JetBlue account when he logs in. Almost immediately, the team requested headcount to help field questions and monitor the social media accounts around the clock. Power & Associates awards for "Highest in Customer Satisfaction Among Low-Cost Carriers in North America" -- and we hope to see other brands take the hint from JetBlue's Twitter successes and make similar customer service efforts going forward. Laurie told me about another time this year, when a customer tweeted at JetBlue that he was about to board his 100th JetBlue flight that year. InsideHook - When it comes to major airlines, JetBlue’s customer service is, in my opinion, unparalleled. Companies say they’re all about people. Don't fly @JetBlue! Moving customer service to Twitter was a natural move for JetBlue, Laurie explained. When an organization sets a vision as audacious as “become the Americas’ favorite airline by bringing humanity back to air travel,” it is making a firm commitment to deliver an experience in service that is unrivaled. "We recognize how important it is to measure the ROI of our social media efforts, but we actually make a point of not measuring response rate on Twitter," says Laurie. You can say you’re listening with just a look in your eyes. In other words, employees don't feel pressured to hit a response goal by sending quick responses to every single tweet that comes in. Sure, other brands answer customers' questions on Twitter, but how many of them have dedicated customer service professionals behind their Twitter handles? Great stuff. Low-cost carrier Volaris is the quickest to respond to customers on Twitter. JetBlue's first major advertising campaign incorporated phrases like "Unbelievable" and "We like you, too". Face-to-face support is easier — you get body language cues, tone of voice, and facial expression. I’m thinking Laurie Meacham, who’s in charge of JetBlue’s social media, has taken the same course. I tested this out myself before boarding my JetBlue flight last weekend. You can call JetBlue Airways at (801) 365-2525 phone number, write an email to dearjetblue@jetblue.com, fill out a contact form on their website www.jetblue.com, or write a letter to JetBlue Airways Corporation, P.O. HubSpot uses the information you provide to us to contact you about our relevant content, products, and services. Or you can Live chat with jetblue just go to the "Help" option and Tap on "Text us" and ask your queries with a jetblue representative. Within three minutes, JetBlue had replied. But Laurie's team empathized with their customers on Twitter, informed them, and tried to help whenever they could. This is where JetBlue really stands out — their unwavering, unflinching dedication to customer support via Twitter. Stay up to date with the latest marketing, sales, and service tips and news. "Social media is powerful and things can go south so quickly, so we talk to the team all the time about how to respond appropriately, when to blow the whistle, when to contact Corporate Communications.". She and her team will be experimenting with what resonates with customers on those platforms, so keep an eye on their Instagram and Facebook accounts. It's magical gestures like these that set JetBlue apart from many other big brands, let alone other airlines. Si tienes algún comentario específico sobre tu experiencia con JetBlue, uno de nuestros representantes se pondrá en contacto contigo en 5 a 7 días después de que envíes el formulario. Burger King Had To See This Coming, Right. The customer support questions were pouring in, and to keep up, the customer commitment team knew they'd need to scale the team. ♬ ✈ ♬ ✈ ♬. Really, it's the people who work there that make it so special.". Half an hour later, Alex tweeted again -- this time about how amazed he was at the steps JetBlue had taken to provide him with an unexpectedly exceptional customer service experience. It’s difficult to manage this without making the customer feel like you’re handing them off to get rid of them — especially with negative feedback — but JetBlue manages this with a surprising amount of aplomb. JetBlue (B6) is an American minimal effort carrier settled in New York City. I asked Laurie about branding initiatives from here on out. "In less than a minute, he confirmed with one of our PR people that we were sponsoring it, and he could tweet back to the customer a few minutes later." JetBlue seems to operate under the same principle. Once they were approved for hiring, the question became: How do you hire a relatively large group of people who care as much as the current team does? ", JetBlue has had their fair share of crises like any other airline, and it's something Laurie talks about with the team frequently. This is where JetBlue really stands out — their unwavering, unflinching dedication to customer support via Twitter. Premium plans, Connect your favorite apps to HubSpot. Part of the reason I haven’t been blogging as much as I should be is because I have been “micro-blogging” on this fascinating site called Twitter. Going The Extra Mile. Here are 4 companies with exceptional customer service on Twitter and key takeaways to help you improve how your customers perceive your company on Twitter. At that time, JetBlue was nine years old and there were only four people fielding @JetBlue mentions. Si necesitas asistencia de inmediato, llámanos a los números que se indican arriba. It wasn't until 2009 that JetBlue customers started asking too many customer support questions on Twitter for the small team to handle without help. Regardless, we were taught the signs of when our friends should be referred. See all integrations. Time and time again, they jump into the fray: readily admitting to their faults, thanking people for getting in touch, and offering solutions. But what we could do -- and, Despite these challenges, JetBlue maintains a, and that is a form of value in and of itself, How to Use Twitter Polls to Engage Your Audience: 13 Examples From Real Brands, 11 Ad Agencies You Need to Follow on Twitter, NYC Sanitation, Scotch Tape & More: 10 Companies With Unexpectedly Good Twitter Content. Despite these challenges, JetBlue maintains a 79.1% on-time arrival rate, and a customer complaint rate of just 0.79 out of every 1,000 passengers. The JetBlue employee in Salt Lake City who responded to his tweet sent it to the JetBlue folks at Logan Airport in Boston. Once the Salt Lake City team responds to the tweets, it's up to the teams at each airport to take it further if they choose to. Listening and acknowledging can make all the difference. @lkolow. Starting this year, JetBlue is overhauling its customer service operations to integrate more modern communication channels like email, SMS text messages, and even Twitter and Facebook. But not JetBlue. At this point, most companies would pat themselves on the back and call it a job well done. "We couldn't change the weather, we couldn't make conditions safe to fly, and we couldn't get them where they needed to go. The employees behind JetBlue's Twitter handle aren't just social media marketers. Perfect customer service doesn’t exist. For more information, check out our privacy policy. It helped me cement my friendships and it still helps me today. MSc by Research. You may complete your Check-in process through the help of a representative; simply dial +1-844-913-1680 (Telefono De Jetblue Reservaciones numero). hbspt.cta._relativeUrls=true;hbspt.cta.load(53, '190da11f-58c6-41d5-a397-843618741e09', {}); "We're all about people," she explained, "and being on social media is just a natural extension of that. But JetBlue doesn't just respond to everything blindly. Check your inboxMedium sent you an email at to complete your subscription. The daily service will begin on June 24 and operate year-round. And during large-scale events like those winter storms, there can be many hits. Airline delays are one of the most common causes of customer frustration. You may not have very high expectations for most large companies, but JetBlue has done a great job differentiating themselves on Twitter by finding clever ways to exceed our expectations. #SadlyWavingToFlight590 #ThosePeopleLookHappy. Box 17435, Salt Lake City, Utah, 84117-0435, United States. They excel at customer service because they make it a priority, even when competitors don’t. Brown was elated and raved about JetBlue on Twitter. (While this phrase isn't original to JetBlue, it's been in common use within the company since their first flight in 2000 -- before it became popularized by Zappos COO/CFO. Is JetBlue using twitter to spy on its customers…or blow their minds? | Awake At The WheelExcellent article on how JetBlue is at the forefront of leveraging new technologies to provide a better experience for their users. Low-cost Mexican carrier Volaris topped the list, with an average initial response time of just more than four minutes. "We're doing more with social media content, especially on Instagram and Facebook," she told me. On the first menu press 2 and then press 3. Bradley Airport is getting a new nonstop route to Miami on JetBlue, the airport announced Friday. These 25 employees are all based in Salt Lake City, Utah, and they represent every single JetBlue flight on Twitter. And, impressively, they average a 10-minute response time. They also use phone, email, and instant messaging to communicate with one another. She told me a story from earlier this year when JetBlue -- and all airlines -- had major disruptions to their schedules because of winter storms in early January. To keep everyone in the loop, one JetBlue team member is responsible for preparing and sending out an internal newsletter to the social media teams at about 5:00 A.M. every morning, which outlines current promotions and news they might get questions or comments about on social media. In January of this year, a man named Alex tweeted at JetBlue asking about their standby policy -- namely, why he would be charged $50 for getting on an earlier flight than the one he was ticketed for. :) pic.twitter.com/VB3q0ARiva. She jokingly tweeted that she expected a welcome parade at the gate when she returned home to Boston. We used to call this "guerilla customer service" when we did it with dodgeball. It's no different than any other part of the airline.".
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