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Casual Articles - Crisis Communications Done Right: How Jet Blue Will Weather the Storm
While most folks today trust mutual funds and their professional managers with their investments, it’s still important to understand the basics of the stock market. Although investing in individual stocks may not be right for everyone, a basic understanding of the stock market is essential to understanding the workings of our economy and business sector.A stock is a portion of ownership in a company. Commonly referred to as a share, it is a small percentage of the total ownership pool for the corporation. Shareholders are stock
Meanwhile, because Jet Blue’s headquarters were close by, extra airline personnel were quickly brought to JFK airport to help. It turned out they could do little but serve as a target for passenger frustration, but like their CEO, Jet Blue’s
According to the product life-cycle theory, almost any product passes five stages during its existence regardless the desire of manufactures and customers. These stages are birth, growth, maturity, decay and atrophy. To prevent the last two stages marketologists suggest improving the product in the early stages of its development.The results of the expert statistics show that 90% of the world innovations are nothing more product developments. And only the remaining 10% mean launch of new products and technologies. The Japanese are
The discount airline, a favorite of parents and fidgety flyers everywhere for its individualized TV monitors, comfortable seats and customer-friendly staff, is in the throes of the worst crisis in its 8 year history. An ice storm forced the cancellation of more than one-thousand flights in under a week, leaving an endless stream of angry passengers in its wake. In one case, passengers were held inside planes at NY’s Kennedy airport for over 10 hours.
In hindsight, the same gritty determination to avoid cancellation of flights seemed little more than short-sighted mismanagement to the casual observer. “Weakness in the system” hardly seemed to describe the disruption caused by a not particularly unusual winter ice storm.
And yet, there was Jet Blue’s Neeleman, letting the pain and embarrassment of his company’s failure show in a public way, and promising earnestly to do better. His brief mea culpa tour couldn’t have been easy, but it was exactly the right thing to do.
Meanwhile, because Jet Blue’s headquarters were close by, extra airline personnel were quickly brought to JFK airport to help. It turned out they could do little but serve as a target for passenger frustration, but like their CEO, Jet Blue’s w
We've all heard of those high-end luxury brand watches like: Cartier, Piaget, Rolex, Technomarine but because they cost many hundreds, even thousands of dollars they are simply out of reach of most people's budgets. It's like, should I get a second car or buy a Rolex and for most people it's clearly the second car. Let's face it, luxury watches are designed for the rich to provide them with a "status symbol" they yearn for that will help feed their, in most cases, large egos.On the other hand, we all have human vanity and if you'r
The discount airline, a favorite of parents and fidgety flyers everywhere for its individualized TV monitors, comfortable seats and customer-friendly staff, is in the throes of the worst crisis in its 8 year history. An ice storm forced the cancellation of more than one-thousand flights in under a week, leaving an endless stream of angry passengers in its wake. In one case, passengers were held inside planes at NY’s Kennedy airport for over 10 hours.
In hindsight, the same gritty determination to avoid cancellation of flights seemed little more than short-sighted mismanagement to the casual observer. “Weakness in the system” hardly seemed to describe the disruption caused by a not particularly unusual winter ice storm.
And yet, there was Jet Blue’s Neeleman, letting the pain and embarrassment of his company’s failure show in a public way, and promising earnestly to do better. His brief mea culpa tour couldn’t have been easy, but it was exactly the right thing to do.
Meanwhile, because Jet Blue’s headquarters were close by, extra airline personnel were quickly brought to JFK airport to help. It turned out they could do little but serve as a target for passenger frustration, but like their CEO, Jet Blue’s
Relationship marketing is a powerful tool that you must use to grow your computer consulting business. Relationship marketing is how I turned a simple website demo into $175,000 in service revenue over a period of a few years. When you use relationship marketing you don't waste your money on risky display advertisements, you don't have to cold call, you don't have to do any door to door selling, and best of all you don't even feel like you are selling.Relationship marketing centers on conveying the right kind of professional image
In hindsight, the same gritty determination to avoid cancellation of flights seemed little more than short-sighted mismanagement to the casual observer. “Weakness in the system” hardly seemed to describe the disruption caused by a not particularly unusual winter ice storm.
And yet, there was Jet Blue’s Neeleman, letting the pain and embarrassment of his company’s failure show in a public way, and promising earnestly to do better. His brief mea culpa tour couldn’t have been easy, but it was exactly the right thing to do.
Meanwhile, because Jet Blue’s headquarters were close by, extra airline personnel were quickly brought to JFK airport to help. It turned out they could do little but serve as a target for passenger frustration, but like their CEO, Jet Blue’s
DLF is buying land all over Delhi and Noida, Reliance is investing heavily in the Mumbai SEZ. IT companies are buying land in all IT hubs. NRI's have hugely invested in Bangalore, Pune, Delhi, Chandgigarh and Gurgaon. Why is everyone talking India when it comes to real estate? Different reasons. Real estate prices have risen globally in the last few years, risen by unprecedented levels. Rising as much as 50-100% in the US, Ireland, UK, Australia. Even Dubai now allows foreign nationals to invest in r
And yet, there was Jet Blue’s Neeleman, letting the pain and embarrassment of his company’s failure show in a public way, and promising earnestly to do better. His brief mea culpa tour couldn’t have been easy, but it was exactly the right thing to do.
Meanwhile, because Jet Blue’s headquarters were close by, extra airline personnel were quickly brought to JFK airport to help. It turned out they could do little but serve as a target for passenger frustration, but like their CEO, Jet Blue’s
OUR financial decisions can affect your credit score in surprising ways. Two credit-scoring simulators can help consumers understand the potential impact.The Fair Isaac Corporation, which puts out the industry-standard FICO scores, offers the myFICO simulator. A consumer with a score of 707 (considered good) and three credit cards would be likely to add or lose points from his score by making various financial moves. Following are some examples:• By making timely payments on all his accounts over the next month or by paying
Meanwhile, because Jet Blue’s headquarters were close by, extra airline personnel were quickly brought to JFK airport to help. It turned out they could do little but serve as a target for passenger frustration, but like their CEO, Jet Blue’s workers didn’t shirk from that unpleasant duty.
Contrast that with United Airline’s reaction to its cancelled flights the same week. No statements of wrong-doing or even a bother with full explanations. No vouchers, refunds, apologies or promises to get it right. The only move United was quick about was in announcing it would honor all those missed Jet Blue reservations.
Jet Blue’s crisis response won’t satisfy everyone, particularly those travelers who were most inconvenienced. It does however serve an important purpose in allowing the airline to turn the focus from the mistakes to their attempts to rectify those mistakes.
Jet Blue has to be careful of course that no more damage be done to their already tarnished reputation as the most customer-friendly airline. They will have to show a stronger airline emerging: customers will have to get those refunds and vouchers, flights really will have to be redirected, and communications improved. But Needham’s performance I’d predict will now become a case study in crisis communications done right. The top three lessons his performance teaches:
1.) NEVER UNDERESTMATE THE POWER OF AN APOLOGY
Anyone watching or reading could have no doubt this was a man personally invested in his company’s reputation. Neeleman didn’t shirk from tough questions. He
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