Wednesday, August 11, 2010

"I Quit!" Fantasy was Funny, But Jet Blue Isn't Laughing


You've surely heard about the Jet Blue flight attendant, Steve Slater, who recently quit his job in grand fashion after a bust-up with an apparently rude passenger. If you're unaware of this story, then you're living under a rock, or your tv is broken and your internet connection is down, or you have no friends, or you're not alive!

As much as I can understand the humorous nature of the act, and the "hell yeah!" accolades that many are bestowing on Steve's "take this job and shove it" moment (everyone has such fantasies at some point, don't they?), this was an incredibly uncool, selfish thing to do.

Steve obviously - and understandably - felt victimized by the rude customer who ignored his instructions, used offensive language and even hit him on the head with an overhead compartment door.

So he got his revenge by doing what he did. And by the smile on his face shown in countless news reports, and the massive outpouring of support he's received from many, he feels good about what he did.

But Jet Blue doesn't feel good about what he did, and they're the real victims here. While Slater jets-off (pun intended) to internet celebrity and probable visits with Leno, Letterman and the rest, JetBlue is left to deal with the fallout of damage control.

File under "Need to Know" regarding Customer Loyalty and Customer Satisfaction

Every business owner needs to know these 23 facts about customer loyalty and customer satisfaction, as compiled and presented by Adele Somers at Return on Behavior Magazine.

Organized in five categories, Somers provides compelling information that business owners need to keep in mind as they develop or enhance their customer engagement strategies.

  • Facts about customer experiences and referrals
  • Facts about customer retention and churn facts
  • Facts about customer service and contact centers/call centers
  • Facts about phone service
  • Facts about customer service and contact centers and call centers