Download - Culture is Service… Aligning to Soar
Culture is Service…
Aligning to Soar
Founder David Neeleman created JetBlue “Bring Humanity Back to Air Travel.” Service launched on February 11, 2000
JetBlue operated 21 aircraft to18 markets.
JetBlue serves 77 destinations with more than 800 flights daily.
Fleet of 127 Airbus A320’s54 Embraer 190’s
15,000 + Crewmembers
1999
2001
Today
The JetBlue Story
Become the Americas’ favorite airline byBringing humanity back to air travel
The JetBlue Story
JD Power: Trend 2007, 2008 &
2009
Net promoter score = % promoters - % detractors
Net Promoter Score
The Process: Getting to
“Inside Out”
Net Promoters Score
Non-People RelatedPeople Related
The Process: Getting to “Inside Out”
The Solution: Launch “Culture is
Service”
The Solution: Work “Inside
Out”Educate Crewmembers (CMs) on:JetBlue’s state of serviceHow we measure our service performanceHow CMs behaviors impact the Customer ExperienceHow JetBlue’s culture plays a significant role in supporting
our CMs’ ability to deliver magnificent service
Highly experiential process designed to elicit open dialogue cross-functionally and across levelsIn-the-moment cross-functional problem solving
Role model the concept of unexpected moments for CMsRecognize the great work CMs have done over the last decade with regard to service
Inform
Engage
Inspire
CIS Summits Launched
500 Inflight Crewmembers
450 Airport Crewmembers
352 Customer Support Crewmembers
June/July 2010
November 2010
April 2011
Culture is Service Attendees
CIS Initial Results: Post 2010-2011
Summits
**Information provided courtesy of JetBlue’s Assessment, Measurement, and Evaluation Team (JBU) & THE Customer Insight Team (SSC)
2010 Summit participants scored higher NPS scores for all 2011
88% of participants reported positive change in ability to support their crews providing magnificent service (surveyed 6 months post-summit) 98% of participants reported they had “A clearer understanding how Customer Support Department contributes to the success of the organization”
Inflight
Airports
CustomerSupport
CIS Summit Follow-Up Survey
Source: JD Power – 3,432 responses from June 2010 to June 2011.
JD Power
Cross-Functional Design (Airports, Inflight, Flight Operations & Customer Support)NPS EducationLink NPS to Specific BehaviorsTracks ConceptParticipants select focus areas to customize their Summit experienceRunwaysBreak-out sessions focused on topics that directly or indirectly drive Positive Customer feedback (foundations, culture and offerings)Service SprintsIntense, cross-functional problem-solving exercise resulting in “green-lighted” solutions ready for quick implementation or as input to longer-term initiatives
CIS Year Two
Value of Promoters
$26 $7
0.2 New Customers 0.5 Customers Lost
Every 1 point increase equals$5-8 Million
+ $5-8 Million
Pilot Cabin PAs Drive NPS
Teamwork Drives Event Better NPS
Pilot and AO Working together
Key NPS Drivers
Inflight Crewmembers“Passport to Success” • Conflict Resolution• NPS Education• “WOW” Behaviors
Pilots “Leading Edge”• Captains Authority • NPS Education• “WOW” Behaviors
CIS Year Three: Spring 2012 Launch
Customer NPS
Crewmember Engagement
Scores
Applications to your Business:
• Establish Customer feedback process• Obtain and evaluate Employee feedback• Identify trends and gaps• Translate data into meaningful and actionable
information• Establish goals and a measurement system• Develop comprehensive communication – Stories!• Role Model• Celebrate, Recognize and Reward
The Results: No Finish Line