Todd Hollander Market Research

YouTube - JetBlue CEO

< src=”http://www.youtube.com/v/-r_PIg7EAUw” type=”application/x-shockwave-flash” wmode=”transparent” height=”350″ width=”425″ />In this short video, JetBlue CEO David Neeleman taps into YouTube to address the customer service nightmare recently experienced by many JetBlue customers. As Jeff Jarvis of BuzzMachine observes, â��Itâ��s quite unpolished but thatâ��s part of the appeal. The guy has circles around his eyes; heâ��s stressed; heâ��s trying, and thatâ��s what comes across. Heâ��s using YouTube to speak directly to his customers and putting himself at their/our mercy.â��

This entry was posted on Wednesday, February 21st, 2007 at 5:40 pm and is filed under Customer Satisfaction. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.