JetBlue’s “Happy Jetting” Is More Than Empty Promises May 8, 2008
Posted by Bruce Temkin in Customer experience, EBD #2: Reinforce The Brand With Every Interaction, Experience-Based Differentiation.Tags: JetBlue
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I’ve written posts that have chided marketing campaigns from JP Morgan Chase, Circuit City, and John Hancock because they appear to be disconnected from the reality of how the firms treat their customers. Those myopic marketing efforts fail to meet a fundamental tenet of Experience-Based Differentiation: Reinforce the brand with every interaction, not just communications.
I even developed this diagram to show how these marketing campaigns can lead to empty promises:
Probability Of Success For Branding Efforts
Given my recent negativity towards marketing campaigns, I was thrilled to read about JetBlue’s “Happy Jetting” initiative. I call it an “initiative” because it’s more than just an external marketing campaign. Here’s some of what Andrea Spiegel, JetBlue’s VP-Marketing, had to say about “Happy Jetting” in an Advertising Age article:
This is much more than just an ad campaign, it’s a brand campaign because it speaks to what the core of JetBlue is. It’s executable across every touch point for crew members and customers. [It's also] the most integrated internally and externally. We’ve brought to life this new world of jetting internally for crew members through training programs, screensavers and posters all over the company.
Now that’s what Experience-Based Differentiation is all about!
The bottom line: Don’t push ad campaigns, embrace brand initiatives.
[...] end up trying to convince customers that they’re something that they just aren’t (see JetBlue’s “Happy Jetting” Is More Than Empty Promises). So I really enjoyed an article in Business Week by Sohrab Vossoughi (Founder of Ziba Design) [...]