JetBlue did customer service right twice today. I called in to ask for a clarification on boarding logistics. The agent responded in such a positive way, commending me for such a great question, and answering it so concisely, that it led to a positive tweet from me.
Of course, a company with a half-decent social media team would respond and thank the customer for a positive tweet and for choosing their company to do business with. That would have been the end of the story, but the clever people behind the @jetblue account took it one step farther than I expected. They literally took my profile information and threw it back at me, something that leaves my mind spinning on how to customize the customer service process.
My profile picture is of me and the Space Shuttle behind me. I have space related hashtags, and a link to this blog that has the AYCJ hashtag (oh the wonderful days of All You Can Jet). In what took probably five seconds to process this information, the teammember customized the thank you tweet into a
terrible creative pun. At first, I didn’t catch the pun.
And what did that tweet get them. A mention with the NASA Social tag that thousands of space tweeps are following.
This is probably not that big of a deal, but in the days when customer service is frequently so difficult to deal with, these little things stick out just like the bad experiences do. Recognizing a company that does something better than others will hopefully lead to an improved way customer service operates.