The airline transported more than 40 million passengers in and operates a fleet of almost aircraft. JetBlue was founded on the understanding that the customer would always be put first — a novel concept in an industry not always recognised for customer service. As the company has grown, a constant area of focus has been on ensuring that customers are effectively communicated with, particularly when unexpected travel disruptions occur. Now it looked to expand its capabilities to stay connected with customers at every stage of their journeys; to inform and delight them and to lay the foundations for a smooth and stress-free experience. JetBlue has worked with 15below for a number of years, building a notifications strategy designed to ensure the customer is put first throughout their journey.
JetBlue Airways Corporation Porter Five (5) Forces & Industry Analysis [Strategy]
Companies had to have deep pockets to keep the operation going while waiting for a return on their investments. If Mr. The would be manufactured differently than previous Boeing aircraft. Various efforts would be undertaken to increase demand and reduce manufacturing costs of the in an attempt to create positive cash flows sooner.
JetBlue case study: Driving a rise in satisfaction levels by putting the customer first
His vision was to create an inexpensive, easy way to travel by airplane. Two years after dropping out of the University of Utah he established his own business by renting out condominiums in Hawaii. By using their homes as offices the reservation agents were saving money by lowering overhead expenses. He also developed the first electronic ticketing system in the airline industry. He signed a five year noncompete agreement and was on his way.
With the large start-up capital he purchased new Airbus A jets equipped with satellite TV, a first in the industry. In the. His goal was to single handedly create a unique airline that was innovative for the current market. The low fare airline was designed for customers who needed to travel at affordable prices, and which would essentially create a new strand of business.