JetBlue on Soliciting Frontline Feedback
Even before the dust settled on the Sabre transition, we celebrated our sixth consecutive J.D. Power and Associates award. To remain focused on our achievement, we engaged more than 1,000 crewmembers in an initiative called Culture is Service. We asked frontline crewmembers what we should be doing differently to maintain our leadership position in customer service, and how we can better earn customer loyalty. Feedback from our service experts on the frontline was stunning in both its impact and simplicity, including, for example, offering early boarding to our Even More Legroom customers. This in turn, helps us attract more high-value customers.
(Emphasis added.)
Source: JetBlue Annual Report 2010 (ht)
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