Pushing Apologies: JetBlue Airways

On March 23, JetBlue Airways accepted delivery of its 100th Airbus A320 aircraft, complete with a one-of-a-kind 100-themed blue livery, giving the airline the world's largest fleet of A320 aircraft. But what could have been a press conference about the growth and success of a low-cost, low-fare, value-oriented business model turns into more of the same: why talk about leg room when you can talk about being sorry?It...

Jumping The Shark: JetBlue

JetBlue Airways has always been about innovating a new airline, one that offers value, service and style. It does things differently, from leather seats with 36 inches of leg room and free DIRECTV to name brand snacks and sommelier chosen wines. So maybe it's no surprise that the airline is deploying a slightly different brand of crisis communication, which includes appealing its apology to the court of social media...

Discussing JetBlue: Levick

Richard S. Levick is the president and CEO of Levick Strategic Communications, which was named Crisis Agency of the Year in 2005 by The Holmes Report. The report provides in-depth news analysis and features on trends and issues in the public relations business.Levick's firm, which has offices in New York, Washington D.C. and London, directs high-profile communications, including: the Catholic Church scandals, the spinach...

Landing Loudly: David Neeleman

. Ever since David Neeleman stepped down as CEO of JetBlue "to focus on more long-term strategic initiatives for JetBlue as Chairman of the Board," his famous blog, called a flight log, has stood silent. The last post penned by Neeleman gives an outstanding welcome to Dave Barger as CEO, but leaves the people who enjoyed Neeleman's online presence one question unanswered: Will Neeleman's flight blog remain the last...

Flying Cargo Class: The Airline Industry

Zagat Survey today announced the results of the 2007 Zagat Global Airlines Survey. Singapore Airlines took top honors as the best international economy class and Midwest Airlines pulled the No. 1 spot for domestic economy class again. Midwest Airlines has taken top honors in the past eight Zagat surveys; Virgin America and JetBlue Airways followed as No. 2 and 3.While social media proponents might consider crowing...

Validating Critics: Jeff Hunter

While this post touches once again, ho hum, on Jason Goldberg, CEO of Jobster, it is not about Jason Goldberg. If you want another post on him today, visit Workfarce. It's not a great post, but it is an interesting continuation on communication myths that seem to creep in as well as a fine example of the the love-hate relationship some fans seem to have from the nosebleed section. Personally, I'm more interested by a...

Managing The Message

“I still feel like a passenger on that JetBlue flight that's watching helpless on my seatback satellite TV as the plane I'm on makes a crash landing,” said one Jobster employee about the recent interest in Jobster, fueled largely by one of the most horrifically handled communication accidents in recent memory. Unfortunately, unlike JetBlue, not all passengers will be landing safely. According to Jobster, the reorganization to better align its business to focus on the most efficient sales and support channels, as well as...

Considering Customers: Fresh Content Project

When you really stop to think about it, most customer communication is remarkably backwards. Most of it seems to run contrary to face-to-face communication. Sure, when customers call or are standing at a counter, customer service agents tend to ask questions. Did you find everything okay? Can I help you? What else can I do to make your stay with us better? Take these same organizations online and all the questions evaporate....

Silencing Crisis: Whole Foods Market, Inc.

There is something to be learned from Whole Foods Market, Inc. (WFMI) beyond its back to school nutritional program. Sometimes silence can be a golden as a July Pippin'.That's what you'll learn if you visit John Mackey’s blog today. All you will find is silence. The CEO of Whole Foods left his last message, directed to shareholders, on July 17…“A Special Committee of our Board of Directors' is conducting an independent...

Reading Livingston: Welcome To The Fifth Estate

If you conduct a rudimentary search for social media on Amazon, you'll pull up more than 150,000 titles. And so many of them, quite frankly, aren't much more than anecdotal paperweights or maybe fire starters. Yes, even those that drip with praise from their fellow colleagues. The way I see it, if I'm ever to be accused of doing any favors for any colleagues in social media, let it be said the favor is not reviewing...

Covering Hot Topics: First Quarter 2007

Last year, we published a recap of our five most popular communication-related posts, based on the frequency and the immediacy of hits after they were posted. Today, we've decided to keep it simple, covering the top five of the first quarter.Antonella Barba Buzzes Up American IdolWhen photos of the presumably modest Catholic University student and American Idol contestant posing in front of the U.S. war memorial in Washington,...

Targeting Toys: Mattel Recall

Last November, Mattel, Inc. received some praise in its handling of a recall of Polly Pocket Assortments. This year, as Mattel has endured a third major toy recall in a single month and we’re starting to wonder if frequency might erode its “Premier Brand Toys” positioning statement."It will have an impact. People will be looking at it, it will be in the back of their minds," Andy Brisebois, president of the Children's...

Forgetting Flights: Virgin America

On most flights, Virgin America has it all. Its mission is to make flying good again — with brand new planes, attractive fares, top notch service, and innovative amenities. It's the kind of reinvention that has passengers clamoring to board the plane even if it means waiting 15 minutes or an hour on the tarmac. Or is it?While anyone flying out of San Francisco International Airport (SFO) might know that fog or rain frequently...

Surviving Animal: Mr Moustache

Some professionals might think twice about appearing on radio show with a host sometimes called the "shock jock of the recruiting industry" and refers to you as "Mr. Moustache," but not me. I say go ahead and feed the Recruiting Animal. Sure, some people will claim he bites, but I think you'll respect him all the same.At least that was my experience on his show "The Recruiting Animal Show", where for a little more than...

Shaping Experiences: Why Every Contact Counts

If you want to appreciate how important the customer experience can be, consider the airlines industry. Despite noticeable improvements in overall airline quality performance as measured in the 2012 Airline Quality Rating, consumer impressions of the airlines industry continue to lag and even falter. The reason is evident. The global view of the industry is shaped by the collective past experiences of all customers. "Consumer...

Being Yourself: An Anti-Personal Branding Introduction

The usually adept Jonathan Fields wrote an interesting commentary inspired by a comment made by Paulo Coelho, which had attracted more than 37,000 "likes" in agreement. Coelho had written "what other people think think of you is none of their business." Fields then contended it might be the opposite. In the real world, Fields says, what other people think IS your business. The Paradox Of Personal Vs. Public Images.In...

Selling Offsite: Delta Airlines

When it comes to social media, Delta Airlines is ready to go all in. Today, it launched the industry's first social media 'Ticket Window,' which is a fancy way of saying you can now book tickets on the Delta Facebook page. After the page slurps your Facebook profile data and is able to secure a private connection, a process that takes a considerable amount of time, you'll be able to book flights off Facebook. How long?...