Customer Satisfaction: Part 2

Part 2

Personal Experience Flying with JetBlue

After carefully researching customer satisfaction problems regarding JetBlue airlines and the 10 Demandments of the customer service needs and resolutions, the team of analysis came to the conclusion that JetBlue airlines is rising in the airline industry. JetBlue is clearly showing that their best interest is the consumer’s satisfaction with their services as well as by offering cheaper rates. Part of the model/standard of the company is to excel above and beyond the needs of the customers and towards their employees. The article will further discuss attributes of JetBlue, the 10 demandements, employee and employer relationships and personal experiences related to customer service.

Personal Experience as a Business Owner

As a young, inexperience business owner, they are many difficulties that arise within my business. Currently, one of my main businesses is in construction. Pollia’s Drywall has only been in operations for two years. Recently, Pollia’s Drywall expanded the services into finishing and texturing services, even though the market for construction is at a high time low. The purpose of the expansion of services was to create a more competitive edge against the competition. Normally, a builder has to hire three different sub-contractors to complete the drywall, finishing and texturing service. By hiring Pollia’s Drywall services, the builder only needs to hire one sub-contractor. Since the builder is getting all three services from one source, the renegotiation of price and service is adjusted just to obtain the business and hopefully, the referral of services to another builder. Excellent customer service is a priority in the construction business, since the business receives so many referrals from previous workmanship done on other job sites. Reviewing the 10 demandments allowed me to look at the business in a different manner because so much of my business depends on the satisfaction of the services provided not by merchandise being supplied. Attitude adjustments and more education is needed for the owners as well as the employees to correct some of the problems that the company is having with some of the clientele.

Conclusion

In conclusion, JetBlue Airlines Inc. is only eight years old, so the company is still considered a fairly new company. JetBlue still has to face the criticism of other airlines. The company has never faced similar problems as some of the other airlines but the company is new, innovating and continues to strive ahead of all the other airlines. Regardless of the experiences that the airline has faced, the loyalty of the employees and the relationship the company focuses on creating creates a more welcoming environment for all individuals involved with the airline. The researchers has also expressed their personal experiences with the airline, management techniques used as a business owners change in perception, and the decrease and increase of employee morale. The agreement of increasing the customer satisfaction in any business venture is just as important as the product being delivered and the projected profit margin.

 References

Lane, Leonard. March 26, 2007. Paul Merage School of Business. University of California.

Retrieved April 11, 2008 from http://www.businessweek.com/magazine/content/07_13/c4027014.htm

Raine, George. (2008) JetBlue flying above the pack; 8-year-old airline rated high in customer satisfaction.  San Francisco Chronicle. San Francisco, Calif.: Apr 8, 2008. Pg. D. 1

Mooney, Kelly (2003) The Ten Demandments Retrieved April 13, 2008 from Customer Focus                 

            Consulting Group from http://www.customerfocusconsultinggroup.com

Salter, Chuck (2004) Calling JetBlue Retrieved April 13, 2008 from

http://www.fastcompany.com/magazine/82/jetblue_agents.html

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