I love it when companies do the right thing; you know something for their customers! JetBlue Airways offers an excellent example today for small companies.
JetBlue’s now offering to give full ticket refunds to passengers who booked and paid for flights and then lost their jobs. Now this is a timely, sensitive promotion, given the crummy worldwide economic situation.
What I love is—the reason JetBlue is making the offer. Not because their customers asked. (Though it’s never a bad thing to offer a customer-requested promo.)
No. JetBlue created the promotion, according to the Wall St. Journal, “…because the airline has noticed that passengers are waiting to the last minute to buy tickets, a sign of nervousness about their finances.”
They listened to their customers’ behavior. Talk about having meaningful customer conversations. And being ‘tuned into’ your customer community. Love it!
Yes, there is some fine print, limited time frame. Only for folks that loose a full time job. But, hey. I think it’s a great gesture!
How can you listen (harder) to what’s going on with your customers?
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