Anatomy of a crisis: how JetBlue got it right and wrong

As you read this fabulous autopsy of one traveler’s experience with the recent JetBlue ice storm snafu, you get the view into the customer experience at the hands of a crisis. Lots of good things going on, but lots of problems, especially the failure to mobilize the company Web site as the electronic point of presence for customers, media, and family.

With SMS, email, Web and blogs, it’s amazing that the best tool that JetBlue used during this episode was a single guy with a megaphone. Low tech works, but not as well as some well prepared technology might have.


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