Ah, Noreen. You’re a
rising star in the pantheon of nasty, foul-tempered, airline employees that
ruin your employer’s brands, and destroy the value of their relationship
networks every day.
Bless the hardworking, smiling, go out of their way folks at JetBlue. How do they do
it?
Somewhere at Delta Airlines headquarters in Atlanta, a team
of marketing experts are beating their MBA’s against the wall, trying to figure
out how to improve customer service, increase NPS scores, and build valuable
long-term relationships with uber-profitable customers (like me). They know that the success of the airline lies in convincing
me, and the rest of my last-minute purchasing, frequent-flying peers to choose
Delta.
And Noreen – you do realize we have a choice, right?