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Culture is Service… Aligning to Soar. Founder David Neeleman created JetBlue Bring Humanity Back to Air Travel. Service launched on February 11, 2000.

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Presentation on theme: "Culture is Service… Aligning to Soar. Founder David Neeleman created JetBlue Bring Humanity Back to Air Travel. Service launched on February 11, 2000."— Presentation transcript:

1 Culture is Service… Aligning to Soar

2 Founder David Neeleman created JetBlue Bring Humanity Back to Air Travel. Service launched on February 11, 2000 JetBlue operated 21 aircraft to18 markets. JetBlue serves 77 destinations with more than 800 flights daily. Fleet of 127 Airbus A320s 54 Embraer 190s 15,000 + Crewmembers Today The JetBlue Story

3 Become the Americas favorite airline by Bringing humanity back to air travel The JetBlue Story

4 JD Power: Trend 2007, 2008 & 2009

5 Net promoter score = % promoters - % detractors Net Promoter Score

6 The Process: Getting to Inside Out Net Promoters Score

7 Non-People RelatedPeople Related The Process: Getting to Inside Out

8 The Solution: Launch Culture is Service

9 The Solution: Work Inside Out Educate Crewmembers (CMs) on: JetBlues state of service How we measure our service performance How CMs behaviors impact the Customer Experience How JetBlues culture plays a significant role in supporting our CMs ability to deliver magnificent service Highly experiential process designed to elicit open dialogue cross-functionally and across levels In-the-moment cross-functional problem solving Role model the concept of unexpected moments for CMs Recognize the great work CMs have done over the last decade with regard to service Inform Engage Inspire

10 CIS Summits Launched 500 Inflight Crewmembers 450 Airport Crewmembers 352 Customer Support Crewmembers June/July 2010 November 2010 April 2011 Culture is Service Attendees

11 CIS Initial Results: Post Summits **Information provided courtesy of JetBlues Assessment, Measurement, and Evaluation Team (JBU) & THE Customer Insight Team (SSC) 2010 Summit participants scored higher NPS scores for all % of participants reported positive change in ability to support their crews providing magnificent service (surveyed 6 months post-summit) 98% of participants reported they had A clearer understanding how Customer Support Department contributes to the success of the organization Inflight Airports Customer Support

12 CIS Summit Follow-Up Survey

13 Source: JD Power – 3,432 responses from June 2010 to June JD Power

14 Tracks Concept Participants select focus areas to customize their Summit experience Runways Break-out sessions focused on topics that directly or indirectly drive Positive Customer feedback (foundations, culture and offerings) Service Sprints Intense, cross-functional problem-solving exercise resulting in green-lighted solutions ready for quick implementation or as input to longer-term initiatives CIS Year Two

15

16 Value of Promoters $26 $7

17 0.2 New Customers0.5 Customers Lost

18 Every 1 point increase equals $5-8 Million + $5-8 Million

19 Pilot Cabin PAs Drive NPS

20 Teamwork Drives Event Better NPS Pilot and AO Working together

21 Key NPS Drivers

22 Inflight Crewmembers Passport to Success Conflict Resolution NPS Education WOW Behaviors Pilots Leading Edge Captains Authority NPS Education WOW Behaviors CIS Year Three: Spring 2012 Launch

23 Customer NPS

24 Crewmember Engagement Scores

25 Applications to your Business: Establish Customer feedback process Obtain and evaluate Employee feedback Identify trends and gaps Translate data into meaningful and actionable information Establish goals and a measurement system Develop comprehensive communication – Stories! Role Model Celebrate, Recognize and Reward The Results: No Finish Line


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