Jetblue Company: Excellent Customer Services

Part 1

Important issues from concepts and material of Chapters 1, 2, 4 and 5 text and lecture notes

Jet Blue has managed to provide excellent customer services in its operations (Zeithaml, Bitner and Gremler 609). The company has been ranked as one of best companies in terms of consumer satisfaction. This has won the company many awards. The company has also managed to provide lower costs compared to its competitors. This has also helped the company to win more customers from its competitors. To improve the level of customer satisfaction, JetBlue has been interacting with customers and sharing their experiences. In this case, customers are able to communicate their views on how services can be improved.

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Despite the fact that Jet Blue has managed to provide a high level of customer satisfaction, the company has been experiencing some problems that have disrupted its operations. These disruptions are very dangerous to the company since it may lose its customers’ loyalty. For instance, a winter storm that led to cancellation of several flights. Some planes in New York were also stuck in runways, a fact that left customers stuck inside for more than ten hours. Such incidents may lead dissatisfaction hence loss of customers. Although other airlines were also affected, all the attention was directed towards JetBlue. Therefore, there is a need to do something in order to prevent such problems in future.

Important issues from concepts and material of Chapters 6, 7 and 8 text and lecture notes

In order to promote maximum level of consumer satisfaction, Jet Blue has managed to conduct a progressive research to identify the needs of the customers. In 2006, the company was receiving a total of 3.98 complaints per one million passengers compared with the Southwest Airlines which was receiving just 1.82 complaints per million passenger enplanements (Zeithaml, Bitner and Gremler 614). Such statistics are very important because they alert the company when there is need for improvement. The company is required to undertake appropriate plan of action.

In the airline industry, customers evaluate the services provided in terms of the prices offered and the safety of the airlines. After the storm that led to the cancellation of several flights in JetBlue, the company received massive media coverage. This was characterized by high level of criticism from commentators who questioned its promises to bring humanity back in the air travel. This can significantly lead to destruction of the company’s brand in the eyes of the public.

Customers make their decisions based on their perceptions rather than truth. Jet Blue has managed to develop good relationship with its customers. For instance, employees received many calls from customers after the operations were paralyzed by the storm. Most of the customers were calling to rebook their flights while others called for clarification. This implies that the company has managed to maintain good relationship with its employees.

Important issues from concepts and material of Chapters 9, 11, and 14 text and lecture notes

Jet Blue had recorded significant rate of growth over the past. For instance, the company’ passengers increased from 1,144 in 2000 to 18,565 in 2006. This implies that the company has been experiencing tremendous rate of growth. The company has also managed to improve on the level of security in its operations. This has significantly contributed in marketing the company. However, the company has faced several security threats.

The terrible events that took place on September 11, 2001 negatively impacted on Jet Blue and other airlines in the industry. Although the company managed to win customers from its competitions who lost a lot after September 11 attack, the company has also been affected by the attack. After the attack, many customers feared air travel and preferred traveling through automobiles for shorter distances. This made the airline industry to lose many customers from other travel substructures.

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After the storm that took place in 2007, Jet Blue employees were unable to communicate because the weather was extremely bad (Zeithaml, Bitner and Gremler 617). The prevailing systems of communication were susceptible to harsh weather conditions. Therefore, coordination among the employees did not flow properly. This worsened the condition.

Important issues from concepts and material of Chapters 15, 16 and 17 text and lecture notes

The airline services are intangible. Therefore, it is difficult to differentiate the products provided by many organizations. In connection to this, JetBlue has not managed to differentiate its products effectively. This is a challenge to the company because it is more likely going to lose its customers.

In its operations, Jet Blue has been faced by high level competition from other major companies like the Southwest Airlines which has been doing very well in the industry. Its competitors like the Southwest Airlines have managed to provide very low prices in the market, a fact that has enabled the company to attract customers. Meanwhile, oil prices continue to hike (Air Transport Association par 1).This is a threat to Jet Blue since it’s at high risk of losing its customers from such tough competition.

Part 2

Recommendations pertaining to issues discussed in Part 1 of your paper from topics found in Chapters 1, 2, 4 and 5 text and lecture notes

In order to maintain high level performance in its operations, Jet Blue has to come up with solutions for the issues arising from its operations. The storm that took place in 2007 led to major loss. Passengers were also stuck in the runway for more than ten hours when the plane was stuck in ice.

AirBlue airline can overcome this problem by making the use of weather forecasts. By so doing, the company would predict the possibility of such storms that may disrupt flights and then adjust accordingly. This will help the company to avoid such scenario in future.

Recommendations pertaining to issues discussed in Part 1 of your paper from topics found in Chapters 6, 7 and 8 text and lecture notes

Based on the past research that has been conducted, the company has experienced more complaints from its customers compared with its close competitor Southwest Airlines. This implies that the company has to conduct an intensive research in order to collect information on consumer needs. Through research, the organization would also collect useful information on the competitors’ competitive advantage. This will help the company to compete for customers effectively.

Following the storm that led to cancellation of several flights in 2007, the company received massive media coverage which was characterized by a lot of criticism. This exposed the negative side of the company more than the positive. In order to avoid this in future, the company must filter the information released to the media to avoid such criticism.

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Recommendations pertaining to issues discussed in Part 1 of your paper from topics found in Chapters 9, 11 and 14 text and lecture notes

To win more customers, Jet Blue has to be innovative to guarantee its customers maximum security from terrorist attacks. For instance, the company has to employ current technology in screening its passengers to ensure there is no security threat posed to the company.

As already noted, Jet Blue is facing stiff competition from companies like South West Airlines. However, the company can increase its customers by identifying its growth opportunities (Jansen 145). For instance, the company can decide to increase its operations in areas where its rivals are withdrawing their services. This will help the company to improve its operations significantly.

It has also been noted that the communication systems in the company were significantly affected by the weather conditions. This implies there is need for the company to improve on its communication systems. It is advisable to take an intensive research in order to identify the communication systems that are not disrupted by harsh weather conditions.

Recommendations pertaining to issues discussed in Part 1 of your paper from topics found in Chapters 15, 16 and 17 text and lecture notes

It has been noted that Jet Blue airline has not managed to differentiate its products effectively. As a result, the company may lose significant number of customers who may not be in a position to identify the differences among competitors. In order to overcome this problem, the company can differentiate its products by maintaining quality services to customers. The company can also consider providing additional services like drinks and foods in its services.

It has also been noted that Jet Blue has been facing stiff competition from companies like Southwest Airlines. Southwest Airlines has managed to provide very cheap rates in the market. The company has managed to achieve this by reducing its operational costs. In order to provide more competitive prices, Jet Blue must also consider coming up with strategies that will minimize operational costs. One of the main ways which a company can create competitive advantage is by reducing the operational costs (Lamb, Hair and McDaniel). For instance, the company can consider purchasing Boeing 737-700s. This will help the company to minimize its expenses on fuel. Consequently, it will be able to underprice its competitors.

Works Cited

Zeithaml, Valarie A; Bitner, Mary J. and Gremler, Dwayne D. Services Marketing; Integrating Customer Focus across the Firm. New York; McGraw Hill.

Lamb, Charles W; Hair, Joseph F. and McDaniel, Carl. Marketing. New York: Cengage Learning, 2007.

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Air Transport Association. 75 YEARS OF Aviation Excellence. 2011. Web.

Jansen, Martina. Knowledge is the Organization’s Essential Source of Competitive Advantage: A Discussion. GRIN Verlag, 2009.

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