Culture is Service… Aligning to Soar
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
Become the Americas favorite airline by Bringing humanity back to air travel The JetBlue Story
JD Power: Trend 2007, 2008 & 2009
Net promoter score = % promoters - % detractors Net Promoter Score
The Process: Getting to Inside Out Net Promoters Score
Non-People RelatedPeople Related The Process: Getting to Inside Out
The Solution: Launch Culture is Service
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
CIS Summits Launched 500 Inflight Crewmembers 450 Airport Crewmembers 352 Customer Support Crewmembers June/July 2010 November 2010 April 2011 Culture is Service Attendees
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
CIS Summit Follow-Up Survey
Source: JD Power – 3,432 responses from June 2010 to June JD Power
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
Value of Promoters $26 $7
0.2 New Customers0.5 Customers Lost
Every 1 point increase equals $5-8 Million + $5-8 Million
Pilot Cabin PAs Drive NPS
Teamwork Drives Event Better NPS Pilot and AO Working together
Key NPS Drivers
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
Customer NPS
Crewmember Engagement Scores
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